The world is changing and customer experience is shifting alongside. Advances in technology, combined with new and ongoing business challenges, put us all under pressure to continue to evolve, improve and do more for our customers. Many businesses have managed through supply chain disruptions, rising costs and the ongoing shift into the digital landscape – all while under a cloud layer of ongoing economic uncertainty. Companies are faced with tightening margins and cutting costs.

Artificial intelligence has revolutionized the way we interact with technology, and AI chatbots have become increasingly popular tools for various tasks. OpenAI’s GPT Chat and Google’s Bard are two prominent AI chatbots that have garnered significant attention since their release. While both chatbots leverage natural language processing to generate human-like responses, there are crucial differences that set them apart in terms of their capabilities and use cases.

Despite the hype, AI isn’t here to replace your human agents. On the contrary, when human agents and AI join forces, they form a powerful CX team – one that builds on their strengths, while minimising their weaknesses. Your agents shouldn’t be bogged down by busy work. With AI in their corner, they can instead focus on the tasks that make a difference. Which results in a better experience for all involved.

Building software that delivers value to customers comes naturally to us at Freshworks. Sometimes, it also comes “artificially”—such as through innovations in artificial intelligence, including generative AI. Businesses around the world are already realizing the transformative potential of generative AI through automation and productivity-enhancing tools.

In response to macroeconomic pressure, technology companies of all sizes have been tightening their belts and flattening their org structures. Meta CEO Mark Zuckerberg has called it the “year of efficiency”, while others are calling it the “end of the tech boom”. But despite budget challenges, tech companies have reason to hope.

It’s fair to say the manufacturing industry is on the fast track to digital transformation. The pandemic exposed the fragility of our global supply chains, resulting in empty shelves and overstocked warehouses. Meanwhile, as the pandemic subsides, inflation is driving up the cost of goods and logistics, putting the squeeze on companies still recovering from the past few years. So it’s no surprise that manufacturers are looking for ways to cut costs whilst still maintaining quality.

For over 50 years scientists have talked about the benefits and dangers of AI (artificial intelligence). These range from freeing up our time to live a more leisurely life, all the way to wiping us out entirely. Until recently, however, the hype was completely unjustified. The joke being that truly useful AI, like nuclear fusion, was always ten years away. In the last 6 months, at least in the mind of the general public, that perception of AI as an over-hyped technology has begun to change.

The disruptive nature of generative AI in business is becoming apparent. We sat down to chat with Prasad Ramakrishnan, chief information officer (CIO) at Freshworks, to understand how he believes generative AI will impact and transform the service management industry. Here’s what he has to share with CIOs on how generative AI can be leveraged to improve employee experience and agent productivity.