Generative artificial intelligence (AI) is driving new innovation across all industries, leading us into the next technological revolution. Already, AI powers the Internet of Things (IoT), robotics, big data, and other emerging technologies, contributing to a predicted 26% increase in global GDP in the next 7 years, according to Gartner.
The use case for AI in customer experience (CX) is profound. A current run-rate of 1.6% of agent interactions are already performed by conversational AI, a number that is predicted to skyrocket to 10% in the next 4 years. This increase in automation will primarily come from simulated voicebots and text-based chatbots.