[zacharybk]

This is because the tools that CX teams have been provided by companies like Zendesk or Intercom are no more then IFTTT widgets. These tools are rigid and scream RTFM because they’re incapable of taking action or providing anything specialized to your situation.

What you want is to be understood and treated like you’re a human with unique needs. You need someone or something to look up your account data, listen, and to act based on your situation. The current tools were never built for this.

The next generation of these CX tools will deliver this. Here are ways that they will be dramatically better for customers and companies: - They will learn from successful interactions in the past and mirror those outcomes - Handle customer interactions based on company policies such as escalating bugs - They will surface new insights for the company - Won’t hallucinate

When you watch any CX agent do their job you’ll witness them utilizing 4-5 SaaS applications to get a simple answer for a customer. The hurdle to adopt Generative AI in a company will require that companies care to build read/write APIs for these tools to utilize.