Internal and external customer experience has always been a top priority for most companies, especially as demands increase for faster response and improved personalization.
The arrival of generative AI and advanced chatbots has accelerated the development of intelligent systems that go well beyond scripted queries by intuitively adapting and engaging in more dynamic and context-aware conversations. Nearly half of CIOs and close to a third line-of-business managers have cited AI and machine learning as the most strategically important area of concern this year, according to Foundry’s 2024 State of the CIO Study.
Customer experience will be a key target for gen AI infusions, with 35% of CX executives agreeing that the acceleration of innovative capabilities such as gen AI and Web3 will have a significant impact on future CX strategies, according to an October 2023 IDC FutureScape report on customer experience trends. One reason is these technologies will enable customers to create their own experience journeys, thereby improving customer-desired outcome and value, points out the report.
Covanta is keenly aware of generative AI’s potential for enhancing the digital experience of its employees and customers. The company and its IT organization also recognize the importance of maintaining steady focus on security resilience and core technology functions as these enabling tools are applied and move from pilots and proofs of concept to mainstream applications.
To best leverage AI-driven solutions for its CX initiatives, Covanta’s IT has developed a systematic two-step approach that takes into consideration the structure of existing data, the agile and governance framework, and the company’s overall innovation roadmap. The following is an outline of that approach.
Step 1: Build a solid foundation for AI-based innovation
The three parts that enable this step are building the platform, developing the necessary resources, and formulating an approach that aligns with the company’s strategies to solve business problems.
