Generative AI Simplified: First Steps to Achieving Success

Generative AI (GenAI) has become a critical capability that service leaders must consider adding, lest they fall behind competitors. This report shows that adding GenAI capabilities is easier than companies might think.

• Top Priority. 71% of contact center leaders expect generative AI to have a major impact on their function.
• Closing the gap. Only 13% of contact center leaders see the quality of their digital & self-service experience as excellent.
• Proven Results. Early adopters of Coveo’s Generative answering have realized a 20% increase in self-service success.