As a content moderation engine, generative AI holds immense potential to deliver substantial benefits for T&S by scaling efforts for content moderation and providing more consistent and accurate results. However, with its adoption still in early stages, successfully integrating generative AI into T&S operations requires that enterprises overcome specific challenges associated with generative AI and those intrinsic to new technology in general.
Generative AI adoption for T&S has several implications for the T&S BPS market, such as the emergence of new T&S BPS use cases and value-added services, shifts in delivery models, pricing structures and talent models, and evolving expectations from providers.
This viewpoint explores the advantages of generative AI over other AI technologies for T&S, generative AI adoption strategies and challenges, recent generative AI developments, implications of generative AI on the T&S BPS market, and evolving enterprise expectations from T&S providers.
Scope
All industries and geographies
Contents
In this report, we examine:
Relative advantages of generative AI-based content moderation
Evolving enterprise priorities in generative AI adoption
Barriers to generative AI adoption and risk mitigation strategies
Introduction
Digital Customer Experience Management (CXM) leverages a multi-layered ecosystem of technologies and concepts to provide unparalleled CX. The integration of gen AI and Large Language Models (LLMs) into this dynamic ecosystem enables…
