Ensuring Ethical and Emotive Interactions in AI-driven Customer Experience

Ensuring Ethical and Emotive Interactions in AI-driven Customer Experience

The Gist

  • Rapid growth. ChatGPT reaches 100 million users in record time, highlighting the acceleration of AI in consumer applications.
  • Human element. While tech advancements are exciting, businesses must not forget the emotional and ethical dimensions of AI in customer experience.
  • Strategic approach. Successful AI implementation in customer experience requires balance, transparency, and a strong focus on human interaction.

The future is now. Never has that seemed truer than what we’ve witnessed with artificial intelligence in the last year. Let’s take a look at AI in customer experience.

ChatGPT Shatters Growth Records, Hits 100M Users Fast

Consider that it took previous computing revolutions — PCs, the internet, mobile and cloud computing being the most recent — several years of gestation before they could be considered mainstream technologies used by most people.

What about social media, you ask? Facebook and Instagram needed eight years to reach the 1 billion user milestone. TikTok set a new record when it hit that landmark only four years after its launch.

But all of the above look like snails compared to the ChatGPT phenomenon. The chatbot from OpenAI that uses natural language processing to create human-like text was released to the public less than a year ago and soared to 100 million active users within two months, making it the fastest-growing consumer application in history.

Related Article: AI in Customer Experience: 5 Companies’ Tangible Results

The OpenAI page introducing ChatGPT is visible through a magnifying glass in piece about growing use of AI in customer experience.
ChatGPT soared to 100 million active users within two months of its launch. IB Photography on Adobe Stock Photos

ChatGPT: More Than a Viral Sensation

ChatGPT went viral after users started discovering all the crazy stuff they could do with it. But, of course, the true impact of ChatGPT and other generative AI programs is so much bigger than that.

These advances are poised to spawn new business models and transform a wide range of industries and business processes — including customer experience. And judging by the accelerating pace of new technology adoption, it won’t take long for AI in customer experience to have a major impact either.

Related Article: AI Customer Experience Ushers in a New Era of Engagement

AI in Customer Experience Is Reshaping Businesses

Businesses are experimenting with AI in customer in a number of ways. They include using chatbots and virtual assistants to provide instant customer support and information, analyzing data to design hyper-personalized experiences, generating more engaging marketing content and incorporating Augmented Reality and Virtual Reality for immersive experiences, such as the ability to virtually try on clothing.

AI is empowering organizations to better understand their customers, anticipate as well as address their needs and build deeper relationships in a world where brand loyalty has become increasingly ephemeral.

Related Article: 3 Crucial Tips for AI in Customer Experience

Source link