70% of business executives in Asia Pacific are exploring or already investing in generative AI applications

Webmaster Home (ChinaZ.com) July 11 news: In the recent IDC report "Applications of Generative AI in Customer Experience (Applications of Generative AI in Customer Experience)" , IDC discussed the application of generative artificial intelligence (Gen AI) in the field of customer experience (CX) and explored its impact on CX. IDC's FERS 2023 survey results show that 70% of executives in Asia Pacific are exploring use cases for generative artificial intelligence or have already made investments.

IDC Asia Pacific Market Analyst Lavanya Jindal said: "Gen AI has huge potential for CX. By experimenting with this technology, it can also be determined which use cases (customer-facing or employee-facing) are useful for specific business models. Maximum value. Technology vendors that can identify and iteratively test these factors early, and use the right metrics, will be the game changers."

In the Asia-Pacific region, the top five application cases for generative AI are knowledge management, code generation, marketing, dialogue and design, of which the greatest value in enhancing CX is knowledge management, marketing and dialogue application.

Generative AI has multiple advantages in CX:

- Ability to deliver hyper-personalized CX with customized insights;

- Improve employee productivity and efficiency;

- Enable collaborative intelligence – by helping to identify the best combination of tasks for AI and humans.

Despite the economic downturn, organizations in Asia Pacific are still making CX investments. There are many companies in the market focusing their generative AI efforts on conversational applications, such as Zendesk, Freshworks, Intercom, Salesforce, Baidu, and others.

This highlights the need for technology providers to accurately identify untapped areas of the customer journey and the importance of enhancing the value of the overall experience through artificial intelligence. Through its capabilities of text summarization, sentiment detection, automation of manual tasks, and more, generative AI can help technology buyers deliver enhanced experiences to customers, thereby increasing customer engagement and retention.

IDC predicts that by 2025, 45% of 1,000 organizations in Asia will leverage AI/machine learning to enhance context and guide customers into unfamiliar and novel experiences while improving emotional metrics and brand upgrade potential.

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