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They're Heeeere - Generative AI Self-Service Applications...Are You Ready?

Max Ball  (Principal Analyst, Forrester)

Location: Sun A & B

Date: Tuesday, March 26

Time: 9:00 am - 9:30 am

Pass Type: 3-Day Conference Pass, 4-Day Conference Pass - Get your pass now!

Session Type: Breakout Session

Track: CX/Contact Center

Vault Recording: TBD

Generative AI holds the promise of fantastic self-service options for your customers while saving your organization a lot of money. But it's not ready for direct customer conversations without guardrails. You need to guard against hallucinations, protect customer data, integrate with your back-end systems, and drive processes and complex interactions. None of that is available today from generative AI systems, but conversational AI vendors are filling the gaps to get us to safe and mind-bogglingly good self-service utilizing generative AI.

In this session we'll discuss how the conversational capabilities of generative AI, and the inherent intelligence of large language models (LLMs), are going to make it much easier to build self-service applications that are friendlier, smarter, and more helpful than we have dared to dream previously. We will look at the limits and concerns around the technology and what it takes to overcome these to revolutionize customer self-service.

In this presentation you will learn:

  • How the power of generative AI and large language models will impact customer self-service and the contact center.
  • Why these technologies alone are not ready for direct interactions with your customers.
  • How conversational AI can provide the guardrails to make generative AI-driven self-service a practical and safe technology to deploy.
  • How to safely map out your path to revolutionary self-service solutions