Navigating the Challenges and Risks of Generative AI in Customer Communication Management (CCM)

Authors: Vamshi Mundla

DOI: https://doi.org/10.5281/zenodo.14945087

Short DOI: https://doi.org/g86n7r

Country: USA

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Abstract: 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.

Keywords: Generative AI, Customer Communication Management, Quadient Inspire, OpenText Documaker, AI Risks, Compliance, Personalization

Paper Id: 232169

Published On: 2023-11-07

Published In: Volume 11, Issue 6, November-December 2023

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