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  "documentTitle": "2023 AI Here and Now Gartner Business Quarterly 3Q23",
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      "text": "Generative AI, however, has great potential to improve customer experience — and customer relationships — even though some of the use cases are complex and require significant investments.",
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      "text": "Summarize customer interactions. Generative AI models can do after-call work such as producing call notes, providing updated summaries during the interaction on both voice and text channels, and placing information into enterprise repositories and search engines for continuous improvement. The technology can therefore increase accuracy and significantly reduce the time service agents spend compiling call notes, thus improving their experience and productivity.",
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      "text": "Better understand customer intent and sentiment (through virtual assistants) and help resolve issues efficiently — or route the customer to the best channel to solve them.",
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      "text": "For example, consider using generative AI to: Onboard new customers or educate existing ones. Generative AI solutions integrated into self-service channels such as virtual assistants can interact in human-like fashion to provide detailed information on products and how to use them.",
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      "text": "First, the technology can enhance value for customers by: Educating them on how to use products and services better; Advising them on new uses; Validating their purchase decisions; Anticipating their needs; Helping them achieve a goal",
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      "text": "Smoother encounters with your organization are the prize to pursue — not just cost cutting. Replacing service people with bots that annoy or frustrate those seeking help will not boost retention. Generative AI, however, has great potential to improve customer experience — and customer relationships — even though some of the use cases are complex and require significant investments.",
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      "text": "For example, snack company Mondelēz International created an AI avatar campaign to coincide with the Diwali festival in India. Wendy's is using Google Cloud's generative AI technology to enhance its drive-thru ordering service. And U.K.-based Octopus Energy says AI is doing the work of 250 people at the company by replying to customer emails.",
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      "text": "Make Customer Experience and Retention Your Core Aim",
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