CX의 생성형 AI에 대한 유럽에서의 활용 사례 탐색

Early Use Cases are Encouraging and Helping to Drive GenAI Adoption Across Europe

The emergence of generative AI (GenAI) has sparked intense global interest in AI and how it can help improve customer experience (CX). Several factors drive interest in GenAI, including its positive impact on making conversational AI faster and smarter, enabling critical applications, including personalization at scale, improved self-service capability, enhanced agent assist or co-pilot functionality, and deeper data insights on massive data sets.

This analysis explores early use cases of GenAI technology on CX across European companies. Early indications from these use cases are encouraging greater adoption of GenAI in the region. Europe is leading other regions, with 71% of respondents indicating some use of GenAI today, compared to 65% globally and 69% in the United States. By 2025, 94% of European respondents predict some form of GenAI technology adoption.

While the use of AI for speech analytics and voice/biometrics authentication is lower in Europe compared to global adoption trends, sentiment analysis adoption is slightly higher.

Companies highlighted in this analysis that adopt GenAI see significant efficiency gains, cost savings, and improved productivity, encouraging widespread adoption of GenAI. The adoption of GenAI technology in early use cases is primarily for quality monitoring, agent-assist, speech-to-text transcription and summarization, and intelligent voicebots.

Key Features

GenAI Impact on CX

GenAI stands to build upon and improve many CX and contact center conversational AI and other applications.

GenAI: Key Capabilities

• Human-like conversational support
• Analysis and distillation of massive datasets 
• Summarization
• New content creation (text/voice/video) based on prompts
• Conversion of languages/formats
• Computer vision

Key Applications Impact

• Higher-functioning chatbots/intelligent virtual agents (IVAs)
• Agent/supervisor/admin assistants/co-pilots
• More value creation and extraction from knowledge management (KM)
• Superior agent coaching/quality assurance (QA) and quality management (QM) options
• Personalization at scale
• Faster language translation
• Immediate engagement summarizations
• Deeper analytics/business intelligence (BI)

Table of Contents

Strategic Imperatives

• Why is it Increasingly Difficult to Grow?
• The Strategic Imperative 8™
• The Impact of the Top 3 Strategic Imperatives on the GenAI for CX Industry
• Growth Opportunities Fuel the Growth Pipeline Engine™

AI Trends in CX

• GenAI Impact on CX
• AI Technology Adoption
• Key Takeaways from Contact Center AI Technology Adoption Data
• Intelligent Virtual Assistant (IVA) Adoption
• Key Takeaways from IVA Adoption Data
• GenAI in CX Deployment Trends
• Key Takeaways from Contact Center GenAI Adoption Data
• Expectations for Key Areas of Improvement from GenAI
• Key Takeaways from AI Trends in CX Data

European Generative AI Case Studies

• Early European Use Cases for GenAI in CX-Culligan Voicemail Case Study
• Early European Use Cases for GenAI in CX-Pogust Goodhead Agent Assist Case Study
• Early European Use Cases for GenAI in CX-Major European Auto Manufacturer Intelligent Voice Bot Case Study
• Early European Use Cases for GenAI in CX-Amicio QM Case Study

Growth Opportunity Analysis

• Growth Drivers
• Growth Restraints

Growth Opportunity Universe in the Global Genset Industry

• Growth Opportunity 1: Advanced Analytics
• Growth Opportunity 2: Knowledge Management (KM) Performance
• Growth Opportunity 3: Language Translation at Scale
• List of Exhibits
• Legal Disclaimer