target audience: TECH SUPPLIER Publication date: Sep 2024 - Document type: Market Presentation - Doc Document number: # AP51577824
GenAI Meets CPaaS: Reimagining Customer Experience — Unlocking the CX Opportunity for Brands
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Abstract
This IDC Market Presentation takes a closer look at how generative AI (GenAI), as a part of the communications platform-as-a-service (CPaaS) solution set, is enabling businesses to scale their customer service operations and provide more proactive and impactful customer experiences (CX).
Unlike traditional AI models, GenAI's unique capability lies in its ability to create new content from existing data sets, such as text, audio, video, images, and code, in response to concise prompts. These capabilities inherently lend themselves to helping brands enhance their CX strategies and provide better customer outcomes, throughout the customer life cycle.