Artificial intelligence (AI) is a hot topic of discussion, highlighting two mainstream flavors: conversational AI and generative AI.
Conversational AI relies on a narrow set of information provided by the client, such as knowledge base articles, while generative AI draws from a wider field of data for its responses.
Whilst there is some skepticism about the readiness for larger chat GPT (Generative Pre-trained Transformer) applications, emphasizing the need for accurate and reliable datasets, AI’s impact is expected to extend beyond front-end webchat, with the potential to touch every step of the customer journey.
The adoption of AI technology holds significant potential but requires careful consideration and continuous updating to ensure accuracy and relevance.
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