Metrigy’s latest research reveals that a significant majority of 393 companies have adopted or are testing conversational AI, generative AI, and agentic AI to enhance customer experience (CX) through knowledge content interactions. While many have implemented structured conversational AI akin to chatbots, deploying these technologies raises concerns about sharing inaccurate or irrelevant information. Companies are encouraged to prioritize knowledge base clean-up to ensure reliable support for generative and agentic AI use cases.
Different AI types offer distinct customer interaction experiences. Conversational AI relies on rigid, menu-driven responses, often leading customers to escalate to human agents. In contrast, generative AI provides personalized, contextual replies, enhancing user engagement. Meanwhile, agentic AI takes it a step further, autonomously handling tasks and offering proactive support based on customer inputs.
Many companies should proceed cautiously with AI technologies, ensuring accuracy and relevance to improve customer trust and satisfaction. AI’s potential lies in its ability to deliver streamlined, trustworthy interactions.
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