Over the past year, gen AI has garnered significant attention due to innovations such as ChatGPT. Powered by Large Language Models (LLMs), gen AI enables human-like conversations. It has broad applications, particularly within Intelligent Automation (IA), where it enhances existing solutions such as Intelligent Document Processing (IDP) and Conversational AI (CAI).
CAI, which uses Natural Language Processing (NLP) for text, voice, and video interactions, is widely adopted across industries to improve customer interactions and operational efficiency. As CAI adoption grows, providers are incorporating low-code/no-code functionalities to democratize chatbot development among enterprises. Concurrently, they are leveraging gen AI to enhance intent recognition, entity extraction, sentiment analysis, and analytics, delivering better Customer Experience (CX) and differentiating their offerings. CAI significantly enhances gen AI models’ effectiveness by improving conversational contexts and offering more accurate responses. By integrating these AI models, providers can create synergistic solutions that elevate CX.
Scope
All industries and geographies
Functions: Customer Experience Management (CXM), CAI, gen AI, and IA
Contents
In this report, we examine:
AI’s role in shaping today’s world
CAI’s status
Gen AI’s role in enhancing CAI solutions
Gen AI’s implications for enterprises and CAI’s role in mitigating them
