GenAI Can Help Companies Do More with Customer Feedback

Summary.
Companies that are struggling to find the right place to deploy new AI tech should consider use cases involving “voice of the customer” applications — parsing, interpreting, and responding to customer input from all different channels.

They are typically easier to implement than employee productivity use cases because they don’t require as much behavior change, and easier to measure improvements in economic value because improving customer satisfaction often has a financial payoff.

Generative AI is well suited to tasks such as transcription, summarization, sentiment analysis, and other key parts of listening and responding to customers.

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by Thomas H. Davenport, Jim Sterne, and Michael E. Thompson