Rick Laner, chief customer officer at Elastic, sheds light on how generative AI can create seamless customer journeys. He points out that customers now expect personalized, on-demand experiences — a demand that generative AI can help meet. By using generative AI, companies can offer highly relevant information in natural language formats, enhancing the customer experience. Laner notes the potential downside of generative AI tools providing incorrect information due to their reliance on extensive internet data. To counter this, he suggests that organizations should feed their specific data into secure generative AI tools to ensure accuracy and relevance, thereby maintaining customer trust and increasing sales.
The adoption of generative AI in business operations is pivotal in enhancing operational efficiency, security, and customer engagement. The integration of proprietary data with AI models, the automation of security and operational workflows, and the focus on delivering accurate, relevant information to customers are key strategies highlighted by these IT leaders. Get their full perspectives on the transformational power of generative AI.