Enabling human-centric support with generative AI

Generative artificial intelligence is becoming a critical component of today’s business operations and customer service interactions. According to Salesforce research, three in five employees (61%) currently use or plan to use generative AI in their role. 68% of employees believe that technology that can generate text, video, image and audio content almost instantly will enable them to provide richer customer experiences.

But the technology is not a complete solution or a replacement for human workers. 60% of employees surveyed believe human oversight is essential for effective and trustworthy generative AI.

Generative AI can empower people and make business operations more efficient, but using it to empower employees will make all the difference. Its full business value can only be realized if it is thoughtfully combined with human empathy, ingenuity and emotional intelligence.

Cross-industry generative artificial intelligence pilot

Although the technology is still in its infancy, many generative AI use cases are already starting to emerge.

In sales and marketing, generative AI can assist in creating targeted advertising content, identifying potential customers, upselling, cross-selling, and providing instant sales analysis. When used in internal functions such as IT, HR, and finance, generative AI can improve help desk services, streamline recruiting processes, generate job descriptions, assist with onboarding and exit processes, and even write code.

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