GENERATIVE AI
BY RISHI RANA, CYARA
ILLUSTRATION PROVIDED BY ADOBE STOCK
PASSING THE TEST HOW THE NEW GENAI APPLICATIONS CAN BE ASSURED TO FUNCTION WELL.
In 2023, the Chevrolet of Watsonville, Calif. chatbot offered one lucky customer the deal of a lifetime. The large language model( LLM)-powered negotiator agreed to sell a mid-sized SUV for just $ 1, assuring the customer that the terms were legally binding with a firm“ no takesies backsies.”
Fortunately for Chevrolet, the buyer never came to collect his deeply discounted Chevy Tahoe or test the legality of that chat transcript in court. But the exchange has gained notoriety in the press( Ed. Note: the source of this incident) and on social media as a cautionary tale about AI gone awry.
28 CONTACT CENTER PIPELINE
McKinsey estimates productivity gains of 30 %– 45 % in customer service alone from GenAI. But as powerful as they are, GenAI and LLMs produce non-deterministic( and inherently so) outputs.
The key to realizing the AI technologies ' potential lies in trust, validation, and governance. Enterprises that pair AI innovation with safeguards for accuracy, compliance, and brand reputation will gain both speed and confidence: ensuring AI delivers its full promise without compromise. The enterprises that combine innovation with accountability will unlock the full promise of AI: faster service, safer operations, and stronger customer loyalty.
THE ENTERPRISES THAT COMBINE INNOVATION WITH ACCOUNTABILITY WILL UNLOCK THE FULL PROMISE OF AI: FASTER SERVICE, SAFER OPERATION, AND STRONGER CUSTOMER LOYALTY.