How To Use The Amazing Power Of Gen AI To Transform CX

Recently, Time Under Tension, Australia's first generative AI experience agency, partnered with the team at Aquent Australia to host a Digitalks webinar exploring the exciting possibilities of gen AI for businesses. The session, led by co-founders Jason Ross and Tim O’Neill, provided valuable insights into the current state of gen AI and its potential applications across Customer Experience and Employee Experience for various industries.

The future is now. Generative AI is rapidly transforming the way businesses operate and interact with customers and employees.

Imagine a world where employees are empowered with AI tools that streamline tasks and spark creativity, while customers enjoy personalised, engaging experiences tailored to their needs. This isn't a futuristic vision; it's the present reality thanks to gen AI.

Gen AI, unlike traditional AI that focuses on analysis and prediction, can create entirely new content, images, videos and even user interfaces. This opens up a world of possibilities for both customer and employee experiences, for example:

Empowering Employees to use gen AI:

Research and ideation: Generative AI tools like Google Gemini 1.5 Pro can sift through vast amounts of data, identifying trends and generating innovative ideas, saving teams valuable time and effort.
Content creation: From writing reports to crafting engaging presentations, generative AI can assist employees in creating high-quality content quickly and efficiently. This might be text with ChatGPT, images with Midjourney, or video with the soon to be released (and amazing!) Sora.
Natural language coding: Imagine describing what you want your code to do, and the AI writes it for you. This can significantly reduce development time and open up coding to a wider audience. Jensen Huang (CEO of Nvidia) recently said “Everybody in the world is now a programmer. This is the miracle of AI”
Custom built apps: You can also build bespoke tools with generative AI, such as the Proposal Writer we built for a client that is saving them hours every day.

These are just a few examples of how generative AI can empower employees, leading to increased productivity, creativity, and job satisfaction.

Elevating Customer Experiences:

By leveraging generative AI, businesses can create truly unique and engaging customer experiences, such as:

Personalised interactions: Imagine AI-powered chatbots or digital assistants that understand customer needs and provide tailored solutions, creating a more engaging and satisfying experience.
AI-assisted sales: AI Avatars have come a long way, and can now have a conversation about a product, or provide customer service, leading to increased sales and customer satisfaction.
Conversational commerce: Make shopping more interactive and engaging with AI-powered chatbots that guide customers through the purchasing process, and are seamlessly integrated into the eCommerce UX. Shopify have launched this with their shop.app site
Translations: Break down language barriers with AI-powered real-time translation, allowing businesses to reach a wider audience. Tools like HeyGen even allow for video translation with lip syncing.
AI wearables: Imagine devices like the new Rabbit R1 that anticipate your needs and provide assistance, creating a seamless and personalised experience.

By embracing this technology, businesses can gain a competitive edge and unlock new possibilities for growth and innovation. The future is here, and it's powered by generative AI.

Three key takeaways for organisations:

Start learning about generative AI now: Don't wait to educate yourself and your team about this transformative technology. The sooner you understand its potential, the better equipped you will be to leverage its benefits.

Experimentation is key: Don't be afraid to experiment with generative AI tools and explore different use cases. This hands-on experience will help you identify the best ways to utilise the technology within your organisation.

Define responsible AI for your business: It's crucial to establish clear guidelines and principles for safe, ethical and responsible use of generative AI. This will ensure that you are using the technology in a way that benefits your business and society as a whole.

As generative AI continues to evolve, we are excited to see how innovative companies continue to push the boundaries and unlock its full potential.

To learn more about generative AI and how it can benefit your business, visit Time Under Tension's website and subscribe to their fortnightly newsletter.

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About the authors

Tim O’Neill founded a successful digital agency in 1997 and, after 20 years, it grew to be one of the largest privately owned digital agencies in Australia and was acquired by Accenture Interactive. After the acquisition, Tim worked as a Managing Director at Accenture Interactive for 3 years and then started an online automotive startup called Summon. Over 12 months ago, Tim started delving deep into generative AI and launched Time Under Tension, which is helping businesses to understand and take advantage of the potential of this new fast-changing technology.

Jason Ross is a co-founder of Time Under Tension, an AI-age company that assists agencies and brands in identifying and harnessing the power of generative AI. Jason believes that generative AI is driving an "experience reboot," which, when navigated correctly, enables the creation of amazing new conversational experiences, utility, and value for humans. Prior to founding Time Under Tension, Jason amassed vast experience in digital product and service design. He held roles as CEO and General Manager of leading digital agencies in the UK and Australia, served as Managing Director at Accenture Song, and VP at frog, part of the Capgemini group, before founding Time Under Tension.