Iana, welcome.
How is GenAI
influencing the customer experience, and where do you
see that headed?
Yeah, you know customer experience will be influenced
across every single step.
So, imagine a journey and, nowadays, you will infuse
generative AI every single step of the way.
So, the question is, observing many companies and many
organizations, they tend to go for individual use cases.
However, it's a huge transformation.
So, what will be super important is: imagine this as a
transformation.
So, come up with a strategy and don't forget that it's not
sufficient to just go for individual use cases to get all
the impact you could out of this.
Can you outline some of the challenges that organizations
face when implementing GenAI.
Yeah, one of the biggest that we observe right now is around
adoption.
So, figuring out all these fantastic things that we can now
build and improve with, with generative AI, who is going to
be using this and how?
And, in my experience, two things are particularly
important.
One is around trustability.
So, the information that I'm getting out of the system that
is leveraging AI, how can it be verified?
How can we ensure that it's not all some kind of illusion?
And the second point is around relevance.
So, if you think about the outcomes of these algorithms,
they need to take cognitive load from you.
They need to ensure that whatever they deliver is really
helpful and relevant for you.
How can organizations--individual
organizations--overcome some of these challenges?
So, if you think about about this transformation, many
organizations think about generative AI as a technology
and hence this is a technology-led transformation.
However, in my experience, a lot of that is about humans.
Are they going to use it?
Are they going to adopt it?
How is this going to change each and every job in the company?
And so this is where I would start, start thinking about who
is the potential user, who are the stakeholders who will be
affected?
And then, yeah, integrate it into this transformation.
Thank you so much for your time.
Thank you.