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- 🤖 Why Humans Are at the Heart of Generative AI
Good morning and welcome to the latest edition of neonpulse!
Generative AI is going to take over the world. That’s more of a when than an if question. Here’s why…
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Why Humans Are At the Heart of Generative AI
Imagine you’re about to go on a trip, when you get a notification: your flight is delayed. But instead of wrestling with a lengthy customer service call, you engage in a quick chat with the airline's AI bot. In no time, it places you in a priority queue, and a human agent swiftly takes over to rebook you on an earlier flight.
All of that could be possible through generative AI. And it is increasingly becoming a game-changer in business operations and customer service. According to Salesforce research, 61% of workers either use or plan to use generative AI in their roles. Even more promising, 68% believe this technology can enhance customer experiences.
However, human touch is still crucial. Sixty percent of employees recognize the indispensable role of human oversight for effective and trustworthy generative AI. It's not about replacing humans – it's about enhancing their capabilities.
From sales and marketing to internal functions like IT, HR, and finance, generative AI is flexing its muscles. It assists in creating targeted ad content, identifying leads, simplifying recruitment processes, generating job descriptions, and even writing code.
In the world of customer experience, generative AI brings very different things to the table – think sentiment analysis, language translation, and text classification, for example. This powers advanced customer-facing chatbots and supports agents behind the scenes, offering context and suggested next actions.
While chatbots aren't a novelty, the recent release of generative AI has taken them to the next level. Vishal Gupta, vice president at Everest Group, notes the significant improvement in their conversational abilities and tackling complex questions.
Generative AI is not picky; it touches every industry, promising a boost in the quality of work and productivity for every employee. As we navigate the stormy skies of modern customer service, it's clear that blending generative AI with human ingenuity is the winning combination for success.
Do you think humans will always be important?Or not... |
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And now your moment of zen
Source: Fly Me to the Moon
That’s all for today folks!
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