{"id":490308,"date":"2023-09-04T00:56:49","date_gmt":"2023-09-04T07:56:49","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/conversational-and-generative-ai-the-dynamic-duo-for-contact-centers"},"modified":"2024-03-07T04:44:48","modified_gmt":"2024-03-07T12:44:48","slug":"conversational-and-generative-ai-the-dynamic-duo-for-contact-centers","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/conversational-and-generative-ai-the-dynamic-duo-for-contact-centers","title":{"rendered":"Conversational and Generative AI: The Dynamic Duo for Contact Centres"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column offset=”vc_hidden-lg vc_hidden-md vc_hidden-sm vc_hidden-xs”][vc_column_text]Automation, driven by generative AI and conversational AI-powered solutions like virtual agents, voicebots and chatbots, and new advanced agent-assist capabilities, is playing an increasingly important role in improving customer service and transforming customer experience (CX). Combining generative AI, a type of artificial intelligence that can generate a more intelligent and human-like set of responses, with an enterprise conversational AI platform that provides orchestration, context and connectivity, creates the potential to enhance customer service in many new ways.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]This article was written by Hardy Myers, SVP of Business Development and Strategy at Cognigy, a Genesys AppFoundry Partner.<\/em><\/strong><\/p>\n

Automation, driven by generative AI and conversational AI-powered solutions like virtual agents, voicebots and chatbots, and new advanced agent-assist capabilities, is playing an increasingly important role in improving customer service and transforming customer experience (CX). Combining generative AI, a type of artificial intelligence that can generate a more intelligent and human-like set of responses, with an enterprise conversational AI platform that provides orchestration, context and connectivity, creates the potential to enhance customer service in many new ways.<\/p>\n

While generative AI and conversational AI<\/a> are somewhat similar, they also have significant differences. By leveraging their combined capabilities, this dynamic duo is poised to deliver new, transformative customer experiences at scale. Let\u2019s take a deeper look at these two distinct types of AI \u2014 starting with conversational AI.<\/p>\n

Conversational AI uses artificial intelligence to understand human language and the intent behind it, i.e., what a customer wants to do. That combined with the ability to integrate with backend systems and orchestrate service processes means that a virtual agent assisting a customer calling from home or texting on iMessage, has nearly the same power to solve problems as an agent in a contact centre. For example, by understanding the customer needs a refund for a cancelled flight, it can gather the required information (customer name, date of birth, flight number etc.) and then use that to access multiple systems like a CRM, reservation and accounting solutions to seamlessly carry out this process via self-service. Customers feel empowered and that their time and effort are respected. Agents are relieved of repetitive, low-complexity and high-volume tasks.<\/p>\n

Generative AI uses deep learning algorithms (large language models) trained on huge data sets to generate informed outputs from its analysis of inquiry-specific data and context. The outputs can take various forms, including text, images, audio, and other types of media. This makes generative AI a valuable tool for a wide range of applications, including content creation, product design and development, and customer service.<\/p>\n

For customer service and contact centre applications, Cognigy believes that generative AI \u2014 combined with conversational AI via the integration to an enterprise conversational AI platform \u2014 can:<\/p>\n