The authors of a Power and Prediction argue that to best utilize the predictive power of A.I., leaders should be able to answer three big questions about how the business will use it.

It’s clear that we’ve entered a new era in artificial intelligence and companies around the world are grappling with how to respond to this constantly evolving technology. Zendesk research indicates that AI will affect every customer touchpoint and businesses that want to remain competitive must have a thorough understanding of what consumers want and expect from the technology.

Bringing the power of generative AI in Slack to help you work smarter, learn faster and communicate better.

Despite the accelerating pace of Generative and Conversational AI innovation disrupting contact centers, today’s customer experience (CX) agents are under the same pressure points as always – business performance pressures from one side and demanding customer expectations from the other.

The world is experiencing a defining moment for humanity: after years of advances, artificial intelligence is having its coming out party. When experts compare it to the invention of the printing press or the Internet, that’s not hyperbole. AI will revolutionise huge segments of our society, and while the full ramifications of this technology cannot be fully known – after all, AI continues to rapidly evolve – Zendesk expects it to affect every single customer touchpoint.

Even if you’re not familiar with generative AI or large language models (LLMs), you’ve probably heard of ChatGPT, the remarkably human chatbot that can generate surprisingly conversational answers, passable college essays – and even dad jokes.