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Generative artificial intelligence (AI) – defined by the World Economic Forum as “a category of AI algorithms that generate new outputs based on the data they have been trained on” – has created a great deal of hype about its potential. Commentary on generative AI varies from those who claim it will transform creativity and efficiency, to those who claim it will cause problems, such as replacing people’s jobs and uncertainties about the consequences of handing more tasks over to the technology.

This report provides practical insight for organizations looking to leverage generative AI to drive innovation and growth with insights from industry leaders such as Volvo and Unilever amongst others.

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Discover the potential of artificial intelligence, machine learning, and other emerging technologies in transforming customer contact experiences. Learn how to implement artificial intelligence, harness the power of data analytics, and leverage cutting-edge tools to optimize customer service delivery.