AI Trends White Papers
What is the common thread between children in a playpen, trainees on their first day at work and a clueless person at a bank kiosk? It may not be obvious at first but their circumstances are remarkably similar. Unaware, afraid to ask and eager to learn, all three scenarios are perfect examples of how cognitive thinking helps us all grasp an idea, learn through observation and emulate it in our own ways. Cognitive thinking is the exact theory that artificial intelligence (AI) is based on. No, AI is not a new mantra or trend. After all, it has been around for the last 50 years or so, but never has it been as acclaimed as it has been since the last 2 years. With the increased investments in infrastructure and automation, everyone is realizing that the AI band wagon has much more to offer than big data and analytics.
The results are in: only 2% of customers prefer chatbots. Yet 66% of businesses plan to use a chatbot this year, with the intention to improve customer satisfaction. Are you surprised? If so, you’re not alone. Understanding customer expectations is key to your CX strategy. But technology and consumer preferences change so fast. How well do you really know what your customers want?
The Genesys State of CX Report surveyed roughly 2,000 consumers and 1,300 businesses around the world. Discover what your customers expect when it comes to bots, AI, mobile messaging, and more. Read this white paper to see how we examine customer experience from the perspective of consumers and businesses to provide insight about:
- How consumers prefer to interact with a business
- What consumers value most when engaging with a business
- What personal information consumers are willing to share for a better CX experience
Artificial Intelligence for Citizen Services and Government
This paper explores the various types of AI applications, and current and future uses of AI in government delivery of citizen services, with a focus on citizen inquiries and information. It also offers strategies for governments as they consider implementing AI.