Generative AI creates new content — text, images or even audio — based on patterns learned from extensive datasets. Large language models, for example, can craft coherent sentences, summarize articles or provide contextually relevant responses. In customer experience, generative AI can help draft personalized messages, suggest knowledge base updates or handle sophisticated chatbot interactions. By reducing manual content creation tasks, it frees up time for agents and content teams to focus on strategic or complex work. As with any AI, ethical and quality considerations matter; generative AI outputs must be monitored to ensure accuracy, appropriateness and brand consistency.
