Generative AI: The Future of Enterprise CX or a Costly Gamble?
Enterprises are diving headfirst into the world of generative AI, hoping to revolutionize their customer experience. But is this cutting-edge technology really worth the hype? According to Senior Analyst Christina McAllister of Forrester, the answer is a bit more complicated than you might think.
In a recent interview with No Jitter, McAllister highlights the fact that many big companies are still in the early stages of adopting gen AI. While call summarization is considered a quick win that saves agents time, the issue of cost looms large. Enterprises must carefully weigh the pricing models of large language models to ensure they are getting the most bang for their buck.
McAllister emphasizes the importance of understanding how gen AI is being charged and whether it truly delivers a return on investment. She warns that as costs escalate with scaling, enterprises may hit a point of diminishing returns where efficiency gains plateau. This begs the question: are vendors offering sustainable pricing models that benefit both parties in the long run?
Despite the uncertainty surrounding gen AI pricing strategies, many enterprises are forging ahead with pilot programs that include cost analysis as a key component. The interview paints a vivid picture of the current state of gen AI in the CX landscape, shedding light on the real-world challenges that businesses face every day.
For a deeper dive into the world of AI, Enterprise Connect 2024 is the place to be. With sessions featuring experts from Opus Research, real-world user experiences, and case studies from industry leaders like Medtronic, attendees can expect a wealth of insights and information on the future of AI in enterprise communications. Will gen AI truly transform the customer experience, or is it a costly gamble? Join the conversation and share your thoughts on the promise and pitfalls of generative AI.
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