target audience: TECH BUYER Publication date: Dec 2023 - Document type: Tech Buyer Presentation - Doc Document number: # US49905123
Generative AI in Customer Experience Business Applications
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Abstract
This IDC Tech Buyer Presentation explores the current state of early adoption and market trends of generative AI (GenAI) in customer experience–oriented business applications. Findings are based on primary research insights from IDC surveys.
GenAI applications fulfill a variety of job requirements and tasks for employee productivity, business function, or industry-specific use cases. GenAI capabilities can be embedded or integrated into an organization's application set to augment or automate a business function (e.g., marketing, sales, service, etc.). Integrating generative AI into existing business ecosystems can be complex, requiring the redesign of existing processes that impacts the customer experience. Organizations must consider the type of GenAI model being used, the data privacy controls needed, and the measures of successful, trusted, authentic, unbiased, and valued experiences delivered to the customer.