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| Format: | Recurso digital |
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Zenodo
2023
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| Online Access: | https://doi.org/10.5281/zenodo.14945087 |
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Table of Contents:
- <p>Generative AI is reshaping the landscape of Customer Communication Management (CCM), enabling organizations to automate and tailor customer interactions in ways that were not possible before. While this technology opens up exciting opportunities for enhanced efficiency and personalization, it also introduces challenges—from issues of accuracy and bias to regulatory compliance and security vulnerabilities. This paper examines these critical issues and contrasts them with established CCM solutions such as Quadient Inspire and OpenText Documaker. We discuss why, despite the promise of generative AI, mature tools continue to be indispensable due to their robust compliance, reliability, and quality assurance mechanisms.</p>