What is Generative AI?

Generative AI is a type of machine learning that allows computers to generate new content without explicit input from humans. Instead of relying on a pre-programmed set of responses, generative AI models learn to create their own responses based on their training data. This technology is particularly useful for creating natural language, like the human voice. With generative AI, businesses can create their own unique voice that can convey their brand values and message more effectively.

Using generative AI in voice technology can also enhance customer engagement. Through natural language processing, generative AI can help businesses create more personalised responses to customer inquiries, leading to a more satisfying customer experience. This technology is already used in popular digital assistants like Siri and Alexa, but the potential for even more advanced applications continues to expand.

Another benefit of generative AI is its ability to analyse vast amounts of data to track customer behaviour, understand customer sentiment and preferences, and identify patterns that can improve marketing strategies. This means businesses can gain insights into customer needs and preferences, create targeted marketing messaging, and improve their overall customer experience, ultimately leading to increased customer loyalty and sales.

Generative AI also holds potential in automating low-value, repetitive tasks that consume a considerable amount of time and resources. For example, generative AI can generate automated responses to common customer inquiries, allowing employees to focus on more complex tasks that require human intervention. Additionally, generative AI can be utilised in chatbots, website chat windows, and IVR systems, which can help reduce wait times and improve customer satisfaction.