Generative AI
Transforming human interaction with generative AI
Generative AI (Gen AI) is reshaping how we interact with technology and each other, ushering in a new era of communication. From transforming customer contact centres to revolutionising sales interactions, Gen AI is changing the dynamics of human AI interactions and interpersonal exchanges.
Digital personas are merging the physical and virtual worlds, creating innovative experiences across entertainment, commerce, and education. This technology is not just enhancing how we communicate but also automating interactions to make them more efficient and personalised.
In this article, we'll explore how Generative AI is set to redefine human communication, the impact of digital personas, and the future of AI-driven interactions.
The future of generative AI in human communication
Having the correct answer to a question will be a norm with access to in-the-moment information available through Gen AI. Imagine a sales executive giving real-time, updated, personalised, and relevant information. They would cross-reference the client’s current financial and credit history, and their conversations with other sales representatives and provide answers to their concerns proactively.
AI tools analyse big data to study user behaviour, communication and purchasing patterns, demographics, and preferences. This helps marketing teams form highly targeted and personalised communication strategies and campaigns. For example, AI-enabled chatbots learn and improvise based on your past interactions and provide suggestions, products, and services accordingly. Personalisation significantly improves customer loyalty.
Chatbots are no longer tools that churn repetitive answers like a broken record. Powered by Gen AI, they understand your problem and respond in a natural, engaging, and creative way to a human at the other end. This seamless human AI interaction enhances the user experience, making conversations more intuitive and effective. As a digital co-pilot, Gen AI navigates users through complex processes, offers real-time hands-on guidance, and acts on our behalf for a smoother and more intuitive experience.
AI chatbots are not just one-dimensional assistants but self-service platforms that anticipate customers’ needs, offer solutions and act like personal assistants for an immersive experience. This approach shortens customer waiting times and saves costs for the business.
Can AI automate interpersonal human communication?
Human interaction is based on a complex web of logic and emotions, such as empathy, feelings from past experiences, and emotional intelligence. In an increasingly AI-driven world, the need for human qualities such as empathy and emotional intelligence becomes even more important.
Gen AI will augment, not replace, human interaction by being an assistant or a coach. For example, a Gen AI assistant may nudge a sales executive when they make a mistake during negotiation or may need to change their tone or speak slower. This human AI interaction fosters a collaborative environment where technology supports but does not overshadow human contributions. However, human intelligence, conviction, and authenticity will remain paramount. This is just one example out of the vast range of possibilities where humans interact with Gen AI.
Conversational AI is transforming the way customer support works, be it handling basic questions, troubleshooting problems, and completing financial transactions without human intervention. However, humans step in wherever logic, emotional intelligence, empathy, and understanding are required to solve a problem.
The role of digital personas using Gen AI
Interaction with AI-powered digital humans is revolutionising interaction with technology, be it learning, entertainment, or business interactions. AI-driven characters mimic human behaviour and understand, respond to, and engage with emotions. The technologies driving this human interaction with Gen AI are natural language processing (NLP), computer vision, voice cloning, and machine learning.
Advanced algorithms help digital personas simulate emotions, making interactions feel more authentic. A microphone captures the speech, enabling the speaker to engage in a conversation. The system processes this using a speech-to-text model and feeds it into a Large Language Model (LLM) to generate human-like responses.
Embracing humanity while leveraging Gen AI technology
Even as Gen AI transforms the way a business functions, human-to-human interaction will continue to hold its place in high-stakes conversations. This happens while Gen AI handles tasks that require a blend of technology with human inputs. In sales, for example, a buyer would want to talk to a human. However, the salesperson can use Gen AI as an assistant for an effective conversation.
Generative AI in human communication supports these interactions by providing real-time insights and enhancing the flow of conversation, but it’s the human element that builds lasting relationships. This highlights the importance of businesses investing in employee communication, conflict resolution, and negotiation skills to build loyalty and trust. While a computer generates an answer to any question using Gen AI, humans bring interpersonal skills to create a non-zero-sum environment.
How can Gen AI at Infosys BPM help your business?
Infosys Topaz is an AI-first suite of solutions and platforms that accelerate value creation and lead generation for enterprises. Through ready-to-use accelerators boosts your digital journey and transform everything from contact centres to operations.
Read more about AI-enhanced human connectivity at Infosys BPM.