Can generative AI be a game-changer for the customer experience?
For Alliancy magazine, Charlotte Percher-Brard, Head of the Data Science department at SNCF Connect & Tech, looks back on the implementation of generative AI in customer relations. A useful tool for SNCF Connect advisors serving as leverage to enrich both the customer experience and in-house skills.
According to Zendesk's CX Trends 2024 report, 70% of customer experience managers say that generative AI is pushing them to re-evaluate their practices, as is the case for SNCF Connect & Tech. To explain this trend, Charlotte Percher-Brard, head of the company's Data Science department, highlights several key points about the impact of AI in the customer experience, which has grown stronger with generative AI: increasing the speed of task execution, improving the quality and relevance of responses, and simplifying process maintenance.
Far from replacing humans, AI acts instead as a driver that strengthens the skills and expertise of teams. "At SNCF Connect & Tech, our AI projects always start with real-life sessions to fully understand needs. AI is there to support employees' work, not to replace it."
Charlotte Percher-Brard insists that AI must remain a tool for improving the customer experience. "At SNCF Connect & Tech, AI is present, but as a catalyst. It is used to boost skills and expertise that we continue to work on with employees," she concludes.
Can generative AI play a leading role in coordinating the customer experience?
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