{"id":579716,"date":"2025-06-30T04:01:05","date_gmt":"2025-06-30T11:01:05","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/four-real-world-ai-use-cases-of-customer-experience-success"},"modified":"2025-10-30T11:11:54","modified_gmt":"2025-10-30T18:11:54","slug":"four-real-world-ai-use-cases-of-customer-experience-success","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/four-real-world-ai-use-cases-of-customer-experience-success","title":{"rendered":"Four Real-World AI Use Cases of Customer Experience Success"},"content":{"rendered":"

[vc_row][vc_column][vc_column_text css=””]Top athletes work tirelessly to hone their craft. Even at the pinnacle of their careers, the process is constant. The same is true with customer experience (CX). Even organisations known for experience excellence continue to look for ways to improve and evolve. And for many organisations today, that\u2019s where artificial intelligence (AI)<\/a> comes in.\u00a0<\/span><\/p>\n

AI brings with it innumerable possibilities for enhancing CX and employee experiences (EX)<\/a>. Here are four examples of organisations effectively harnessing the power of AI.\u00a0<\/span>[\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text css=””]<\/p>\n

NGMG Empowers Employees to Deliver Unrivaled CX with AI\u00a0\u00a0\u00a0<\/span><\/h4>\n

Award-winning service, a commitment to supporting communities and competitive rates make Newcastle Greater Mutual Group (NGMG) the bank of choice for more than 600,000 Australians. The personalised customer experience that NGMG provides is another key differentiator and critical success factor.\u202f\u202f\u00a0<\/span><\/p>\n

\u201cWe have quite a traditional customer base and their expectations have never been higher,\u201d said Don Tribe, Head of Customer Operations at NGMG. \u201cWe want them to feel we know them and understand their banking history and needs. And to make their transactions as easy as possible.\u201d\u202f\u202f\u00a0<\/span><\/p>\n

Having standardised its contact centre operations on the Genesys Cloud\u2122 platform<\/a>, NGMG continues to prioritise experiences. AI-powered innovations including Genesys Cloud Agent Copilot and auto-summarisation reduce the need for service teams to search, memorise information or take notes \u2014 leading to reductions in average handle time<\/a> and hold time (50 and 30 seconds per call, respectively).\u202f\u202f\u00a0<\/span>\u00a0<\/span><\/p>\n

Read the full story<\/a>.\u00a0\u00a0<\/span><\/p>\n