Martha Bennett, VP, Principal Analyst

Show Notes:

What do CX pros need to know about the promises and perils of generative AI? Forrester VP and Principal Analyst Martha Bennett explains the statistical complexity in layman’s terms and offers recent CX examples to illustrate the new paradigm. We cover: 

  • What does generative AI do? Why do we get different responses each time we use it? 
  • What are the perils of ChatGPT when brought into the customer experience?  
  • What guardrails exist to prevent inaccuracy or unintended responses? 
  • How does a model stay up to date with an organization’s data, and how does it democratize that data for roles like contact center reps? 

Listen to the full episode to hear more about how CX pros can work with generative AI.