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Generative AI
& The Age of Customer Conversation
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Nice to Meet You
Michiel Gaasterland
Evangelist | CM.com
E: [email protected]
T: +31651198091
Stand
172
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Now is the Time to
Embrace Customer
Conversations
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Opportunity & Responsibility in
Uncertain Times
Businesses are the ONLY trusted institutions (since 2021)
Consumers name Affordability (84%) and Transparency (83%) as most important
With 82%, “Hear our concerns, let us ask questions” comes in 3rd
Source: Edelman Trust Barometer (32.000 respondents | 28 countries)
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Source: PricewaterhouseCoopers – Future of CX report 2019
What’s Important & What Would
You Pay More For?
PAY MORE
IMPORTANCE
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Conversation: The Next Big Interface
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Conversational
Commerce.
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5 Billion
Consumers Use Messaging Apps
Source: Statistica
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90%
Of 1 Billion Wechat Users Use
Wechat Pay to Make
Purchases
Source: Tencent
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The Lines
Between
Marketing,
Service & Sales
Are Blurring…
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‘’Executives would be wise
to make customer care
the centerpiece of any effort to
transform the customer experience’’
McKinsey
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22 November 2022
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100
Million
users in 2
months
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“We are reaching the tipping point of
Artificial Intelligence”
Harvard Business Review
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“We tend to overestimate the effect of a
technology in the short run and
underestimate the effect in the long run”
Amara’s Law
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Artificial Intelligence…?
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Artificial Intelligence…?
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Question: Who was the first person to walk on the moon?
Answer: Neil Armstrong
Given the statistical distribution of words in the
vast public corpus of English text, what words are
most likely to follow the sequence ‘The first
person to walk on the moon was’?
The actual question:
Source: The Guardian | John Naughton
Large Language Models (LLMs)
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LLMs – Ingredients
Pre-trained foundational model Training
Super smart
engineers to
program next-
level
algorithms.
Lots of data;
e.g. books, web
pages, news &
social media
articles.
An insane
amount of
computing
power to train
the algorithms.
API
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Adaptation Hurdles
Factually
Accurate
Responses
Observity &
Control
Security &
Compliance
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Strategic Considerations
What’s your
maturity?
How to connect
your business?
Which LLM best
fits your needs?
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SaaS
- monitor, control & report -
Conversational AI + LLMs
GenAI
Engine
- secure, compliant, LLM
agnostic -
API
Historical Human Service
Interactions
Content
URLs, PDFs (documents &
knowledge articles)
Next: Product- & customer
data sources
Historical Chatbot
Interactions
CONVERSATIONAL AI
PLATFORM
CONTACT CENTER AS
A SERVICE
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SaaS
- monitor, control & report -
GenAI
Engine
- secure, compliant, LLM
agnostic -
API
Historical Human Service
Interactions
Content
URLs, PDFs (documents &
knowledge articles)
Next: Product- & customer
data sources
Historical Chatbot
Interactions
Contextual service &
recommendations
BOTH
CONVERSATIONAL AI CLOUD
Real-time Q&A
functionality
MOBILE SERVICE CLOUD
Agent answer
suggestions
Conversational AI + LLMs
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AI-powered Agent Assistant
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AI-powered Agent Assistant
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AI-powered Agent Assistant
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AI-powered Agent Assistant
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Impact GenAI on Customer
Conversations
1
Boost both
quality & quantity
of self-service
content
3
Increase in
efficiency and
accuracy for call
center operations
2
Automated
conversations
become more
natural and
personalized
4
Maximizing value
of human service
through agent
augmentation
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Customer Conversations 2030
1
The number of
brand
conversations will
increase
drastically
3
5% of
conversations will
be handled by AI-
augmented
agents
2
95% of brand
conversations will
be handled by AI
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80% of early adapters in Generative AI
report at least 5% revenue growth and up
to 40% in cost savings
Source: Forbes | LTIMindtree
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Q&A
Let’s go