CIO OPINION
Another advantage of this type of service is that GenAI allows for the automation of repetitive processes , freeing agents to focus on complex and higher-value interactions , which ultimately increases efficiency and reduces operational costs .
Furthermore , nowadays , it is no longer difficult to find companies that let the tool resolve 100 % of some noncritical conversations or complaints .
However , for these advantages to be put into practice , companies must consider specialized training of the tools . In this sense , generative AI can be combined with classic decision flows and innovative deterministic models to make the most of each technology in unique solutions .
It is important , therefore , to balance the efficiency of chatbots with the need for a human touch so that the tool is able to recognize when a customer needs further assistance and transfer the conversation to an agent smoothly and efficiently .
In this process , there are challenges that must be taken into account . Among them is data management , customization and integration with legacy systems using robust APIs and middleware solutions , in order to
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