I’ve been using AI for a couple of years, in various capacity. It’s something that I think will have huge benefits, genuinely, for businesses and employees. For me, I like to find ways of being productive - working smarter, not harder (to some extent). I do not use AI to “hack” my way around the work I have to do - but, be better at it - be that learning new ways to do something, or free up time on more mind-numbing, “easy” admin tasks, so that I can focus on delivering more important work like producing strategies, insights and actions.
For instance, I use a tool that cloned my voice. With that, I’ve written scripts and had the AI read that out loud as part of our internal training. As many of you will know, when recording yourself, it’s easy to go off topic, make a mistake, sneeze etc. With a script, you can remain on point, keep it interesting for your desired audience, and then produce a piece of content that doesn’t need as much editing.
We have employees within our organisation who are confident speaking to customers on the phone, but less so writing a statement on a public review site for the world to see. AI can be used to help those individuals move away from manually amending canned templates to creating bespoke, personalised and sympathetic replied that have taken into account the complaint and show the customer we care.
I also use a platform, built upon ChatGPT, that allows you to teach it your specific brand tone of voice and then anything you produce, is “on brand”. Chat GPT by default starts afresh each time you create a new chat.
There are a large range of tools coming soon which I’m keeping my eye on, which will change the nature of customer experience in the next 6 months.
