By Lianne Dehaye, Senior Director, TDCX AI

Generative AI continues to be a much talked about subject, and its impact is evident from the increase in market size which is expected to show an annual growth rate (CAGR 2024-2030) of 46.47%. Since ChatGPT broke out into the scene 18 months ago, we have seen rapid advancements, including the recently launched ChatGPT4o and Gemini 1.5 Pro. 

As the technology continues to mature, we are optimistic about the potential it brings to the customer experience (CX) industry. It was noted in a report recently that generative AI, as a general-purpose technology, has great potential to drive economic progress across various sectors. It was also welcoming to see that people are increasingly warming up to the positives and possibilities of the technology, instead of being bogged down by the overblown fears of large-scale technological unemployment. The report stated that the history of general-purpose technologies shows that the growth they bring is accompanied by strong demand for labor. That said, this increased demand is often in new occupations which also require employees to gain new skills. 

When it comes to CX, it is a highly dynamic arena that is continually adapting to consumer needs and changing technology. Customer expectations continue to increase while businesses face many competing challenges among which, cost efficiency is always a key factor. 

Hence, we are very excited about integrating generative AI into CX as we continue our commitment to deliver positive, effective and efficient CX that infuses the warmth of a human touch and to use CX as a way to drive significant economic value for businesses. 

One area that we are already seeing improvements in, thanks to generative AI, is the automation of many of the processes that CX professionals have to manage when interacting with customers. Examples include having to toggle between multiple systems and knowledge bases in order to access the customer’s profile and to obtain the latest information to address the query. These often add to the customer’s waiting time and hence make for a less optimal experience. With the help of AI, we recently introduced TDCX FastTrack, a productivity platform designed to help customer service representatives automate multiple processes and to equip them with information at their fingertips in real-time. Based on initial testing, our representatives were able to complete the call with a 40% reduction in customer holding time and achieved a 16% improvement in CSAT.

Another challenge we see in the outsourcing CX industry is the urgency in which clients tend to want their teams to be set up. We have identified the potential for generative AI to help, specifically the time taken to hire and to train. Generative AI is a powerful ally in hiring and training efforts. It can assist recruiters in identifying candidates with the traits that make for successful CX professionals and our talent in learning and adapting quickly, thus ensuring that the team is always ahead in delivering exceptional customer experiences. Our technology-driven hiring process enables us to establish CX teams for clients in under three months. This covers the entire process from creating the delivery model to recruiting and training the necessary talent, ensuring clients achieve the speed and efficiency needed to promptly meet their objectives.

At TDCX, we are excited about the transformative impact of generative AI on CX. We are already seeing promising results from our efforts to leverage AI as we create new solutions like TDCX FastTrack. As we continue to integrate generative AI, we aim to enhance CX delivery, creating more value for our clients and their customers. This will ultimately help companies to improve operational metrics and meet and exceed customer expectations, all while retaining the warmth of a human touch in customer interactions. With Gen AI, we will be able to augment our workforce and provide exceptional, human-centered CX that drives value.

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