TL;DR: XM Institute identified three types of AI—Analytical, Generative, and Agentic—and explains how businesses can use each to improve customer experiences by gaining a better understanding of their customers and automating actions.

Key points:

• Analytical AI helps businesses understand customer behaviour by analysing data for patterns, sentiments, and root causes, which allows them to make predictions.

• Generative AI is for creating content and contextual responses, for example, powering chatbots and virtual assistants to have more human-like conversations.

• Agentic AI takes action, orchestrating complex tasks across different systems to achieve specific experience goals, such as automatically creating a ticket or sending a personalised follow-up.

• The article offers real-world examples for each AI type, such as a university using Analytical AI to predict student retention risks and an insurance provider using Generative AI for an internal claims chatbot.

The full content is about a 4-minute read. https://www.qualtrics.com/articles/customer-experience/incorporate-three-ai-categories/

Have you used any of these types of AI in your work, or are there other ways you've seen AI used to improve customer experience?