生成AI： ハイパーコネクテッドな世界における 顧客体験の革新
急速に進化する現代社会において、「ハイパーコネクティビティ（超接続）」はもはや当たり前の存在となっています。エンターテインメント、食事、検索結果の取得に至るまで、顧客は“即時満足”を当然のように期待しています。企業は、顧客ロイヤルティの維持、収益性の向上、そしてブランドへの信頼を築く鍵として、最高のカスタマーエクスペリエンス（CX）を提供することに日々しのぎを削っています。
A single instance of a bad customer experience can topple this delicate Jenga tower of brand reputation, and the struggle to provide exceptional customer experiences is very real. Enter GenAI, the game-changer that’s been reshaping the business landscape over the last 8-10 months. Its transformative power has extended beyond content and imagery creation, infiltrating various aspects of business, with customer experience improvement at the forefront.
それでは、生成AIが主導的な役割を果たし、企業と顧客の双方にとって“Win-Win”の関係を創出している具体的な領域について見ていきましょう。
マーケティングチームの強化： Precision Targeting Through Dynamic Content
Traditionally, when a user visits a brand’s website, they’re greeted with the same static content that every other visitor sees. But envision a website enhanced with GenAI. Suddenly, the user experience is personalized. The website understands the visitor’s content preferences and tailors the display to match their interests, whether it’s blogs, whitepapers, or case studies. GenAI also plays a pivotal role in retargeting strategies. For example, if a visitor displays interest in application modernization, GenAI can automatically retarget them with a webinar invitation on the same topic.
カスタマーサポートの再定義
Navigating a vast amount of information on a website to find a solution to your query or receiving mechanical responses from a chatbot can be frustrating for customers. The frustration amplifies when customers must wait in line for their issues to be addressed, no matter how simple the resolution might be. GenAI integrated into chatbots changes the game. Customer queries can be swiftly resolved, eliminating the need for users to wait in a queue or wade through FAQs and website content.
製品体験の向上
Often, we encounter software with unfamiliar features, leaving us baffled and seeking answers from user manuals or online resources. Both solutions, though helpful, can be time-consuming and frustrating. GenAI has the potential to enhance this scenario by integrating with in-app help, making it dynamic and conversational. Users can effortlessly find answers to software-specific queries, saving time and enhancing satisfaction, ultimately elevating their overall software experience.
このように、即時性が求められる現代において、Generative AIは顧客との関わり方を根本から変革しています。 パーソナライズされたコンテンツ、迅速なサポート、そして洗練された製品体験を通じて、企業がハイパーコネクテッドなデジタル社会で競争力を保つための、強力な推進力となっています。
急速に進化する現代社会において、「ハイパーコネクティビティ（超接続）」はもはや当たり前の存在となっています。エンターテインメント、食事、検索結果の取得に至るまで、顧客は“即時満足”を当然のように期待しています。企業は、顧客ロイヤルティの維持、収益性の向上、そしてブランドへの信頼を築く鍵として、最高のカスタマーエクスペリエンス（CX）を提供することに日々しのぎを削っています。
A single instance of a bad customer experience can topple this delicate Jenga tower of brand reputation, and the struggle to provide exceptional customer experiences is very real. Enter GenAI, the game-changer that’s been reshaping the business landscape over the last 8-10 months. Its transformative power has extended beyond content and imagery creation, infiltrating various aspects of business, with customer experience improvement at the forefront.
それでは、生成AIが主導的な役割を果たし、企業と顧客の双方にとって“Win-Win”の関係を創出している具体的な領域について見ていきましょう。
Traditionally, when a user visits a brand’s website, they’re greeted with the same static content that every other visitor sees. But envision a website enhanced with GenAI. Suddenly, the user experience is personalized. The website understands the visitor’s content preferences and tailors the display to match their interests, whether it’s blogs, whitepapers, or case studies. GenAI also plays a pivotal role in retargeting strategies. For example, if a visitor displays interest in application modernization, GenAI can automatically retarget them with a webinar invitation on the same topic.
Navigating a vast amount of information on a website to find a solution to your query or receiving mechanical responses from a chatbot can be frustrating for customers. The frustration amplifies when customers must wait in line for their issues to be addressed, no matter how simple the resolution might be. GenAI integrated into chatbots changes the game. Customer queries can be swiftly resolved, eliminating the need for users to wait in a queue or wade through FAQs and website content.
Often, we encounter software with unfamiliar features, leaving us baffled and seeking answers from user manuals or online resources. Both solutions, though helpful, can be time-consuming and frustrating. GenAI has the potential to enhance this scenario by integrating with in-app help, making it dynamic and conversational. Users can effortlessly find answers to software-specific queries, saving time and enhancing satisfaction, ultimately elevating their overall software experience.
In this age of instant expectations, GenAI is reshaping how businesses interact with their customers, offering personalized content, rapid support, and a smoother product experience.
It’s the tool that’s helping businesses thrive in the hyper-connected digital landscape.