Create Value Beyond the Hype: The Role of Generative AI in Customer Engagement

At a time when Generative AI is making waves in various industries, its real value lies in how it enhances customer engagement. Rounika Juneja, Sales Director APAC at Exotel, shared key insights on this topic, emphasizing the importance of Conversational Context in delivering exceptional customer experiences at the Conference of The Best Contact Center 2024.

It is crucial to understand why customers complain, how they feel, and their past interactions. AI-driven customer engagement is not just about automation—it’s about making interactions more human-like, personalized, and effective. With LLM-powered bots, Exotel enables smarter, more adaptive bot responses, ensuring conversations feel more natural and contextual.

Beyond chatbots, AI-driven summaries, transcriptions, and translations enhance agent productivity, allowing teams to respond faster and with greater accuracy. This leads to improved customer satisfaction and streamlined operations. The real potential of AI lies not in the hype but in how well it understands and responds to customers in real time. By focusing on context, businesses can unlock meaningful, seamless, and intelligent engagement.