There is no award for guessing the fact that modern era enterprises and businesses are seeking leverage to machine learning algorithms, Al tools, and analytics for streamlining operations, getting hold on ROI, taking better decisions, and boosting consumer engagement. Al or artificial intelligence is a specialized field which emphasises developing intelligent machines. They are equipped with special algorithms and sizable computational abilities to execute tasks which normally necessitate human intelligence. These include reasoning, learning, decision-making, and problem-solving.

Al-based systems have the ability to learn and adapt to data that they are exposed to. It is enabled through deep learning and machine learning where the algorithms not only process, but also analyze huge datasets for bolstering their performance.

Most Al systems are suited for particular tasks like translating languages, recognizing images, or even offering recommendations. General Al, on the other hand (as opposed to narrow Al), aims to build machines that have human-esque intelligence and the ability to understand and execute a diverse range of tasks.

Al has entered into each modern life stage, right from Chatbots and virtual assistants to recommendation engines throughout streaming platforms. Al also boosts customer experiences, while being integrated deeply in sectors like finance, healthcare, manufacturing, and more.

Al usually covers interactions with more intelligent algorithms. Users usually engage with these systems to gain more information, get recommendations, or execute specific tasks. This is mostly voice or text-based (as observed in the case of virtual assistants like Chatbots). Al has a primary goal of augmenting human abilities, automating various tasks, and offering predictions based on analysis. Al depends on technologies like neural networks, machine learning, and data analytics. Al aims at tackling particular tasks in specific sectors for higher efficiency, productivity, and meeting business goals. The main objective remains the achievement of General Al.

Customer feedback management and customer services are steadily being transformed with the use of GenAl or generative Al. 51% of marketers, as per reports, presently use GenAl while 22% of them plan to use the same soon. 76% of marketers in copy and content writing are already using GenAl while 53% call it a game changer for data analysis, user messaging personalisation, marketing campaign creation, and optimisation/envisioning of SEO strategies. Generative Al has a direct impact on overall productivity, potentially adding innumerable value to the economy worldwide. 75% of GenAl value may be delivered in four categories, namely marketing and sales, customer operations, R&D, and software engineering. To sign off, it can be said that GenAl will completely reshape customer feedback management and service functions in the future. More businesses will find greater value in leveraging generative Al to enhance customer journeys, tackle issues, and plug gaps. This will naturally put them on course towards achieving steady growth and their objectives.

-Professor Dr.Soumya Pal

Principal,Dinabandhu Andrews Institute of Technology & Management