Revolutionizing customer experience with generative AI

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The value of AI for customer experience

Amidst the hype of ChatGPT and other emerging generative AI technologies, it’s important to examine the practical applications that enterprise-grade generative AI can bring to enterprises.

As AI technologies have become more mature and accessible, applications like task automation and intelligent virtual agent (IVA) capabilities have become more pervasive in modern customer experience (CX) business applications. Emerging generative AI technologies expand on those capabilities, offering multiple new avenues of business value while also creating cost efficiencies.

Learn how companies are successfully integrating generative AI technologies; the challenges they faced and strategies to overcome them; and the value they've realized for their business, employees, and customers.

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Learn from the experts

The value of enterprise-grade generative AI
and how it differs from past or current AI technologies companies have explored or implemented

How generative AI creates a fabric of integrated capabilities
allowing for a much more robust real-time collaboration between AI and humans

Practical implementation considerations
including overcoming stakeholder skepticism, identifying use cases, and how to address challenges

 

Featured speakers

Elizabeth Tobey
Head of Marketing
NICE, Digital Solutions Group

Dan Miller
Founder and Lead Analyst
Opus Research

Elizabeth Tobey is the Head of Marketing for NICE's Digital Solutions group. Previously, she held leadership roles spanning marketing, communications, community, and CX departments at video game, social media, and cloud platform technology companies in both the B2C and B2B spaces. Over the course of her career, she has focused on identifying new and effective ways to create meaningful dialogue between a brand and its customers, and on developing products and programs that are built on relationships, outcomes, and impact.

Dan Miller founded Opus Research in 1985 and helped define Conversational Commerce through consulting engagements and by authoring scores of reports and advisories addressing business opportunities that reside where automated speech and natural language processing leverage conversational AI, analytics and contact centers.

About the hosts

MIT Technology Review

Founded at the Massachusetts Institute of Technology in 1899, MIT Technology Review is a world-renowned, independent media company whose insight, analysis, reviews, interviews and live events explain the newest technologies and their commercial, social and political impacts. MIT Technology Review derives authority from its relationship to the world's foremost technology institution and from its editors' deep technical knowledge, capacity to see technologies in their broadest context, and unequaled access to leading innovators and researchers. Our in-depth reporting reveals what’s going on now to prepare you for what’s coming next.

Learn more at technologyreview.com.

NICE

With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction.


Learn more at NICE.com

Our in-depth reporting reveals what's going on now to prepare you for what's coming next.

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