Generative AI Can Make Us Laugh, But Can It Help With Customer Engagement?

  • UPDATED: 13 December 2023
  • 7 min read

Reading Time: 7 minutes

Since OpenAI launched ChatGPT in November 2022, the Generative AI pandora’s box was opened, and there was no going back! It took ChatGPT a mere five days to reach a million users.

Following this massive feat of success, Microsoft increased its investment in OpenAI. It launched a new version of its search engine Bing that provides users with generated answers in response to searches instead of providing thousands of links to choose from. Now that we understand the concept and some of the players in the field, let’s delve deeper into what is generative AI? We’ve dipped our foot into the lake that is generative AI, but let’s not worry about how cold it is. Take the plunge with us.

What is Generative AI?

We Asked ChatGPT to explain it to us as DwightSchrute, because why not!!!

What is generative ai? Did Dwight already know?
What is Generative AI? Did Dwight use it before anyone else?

Ah, generative AI, huh?
Well, let me tell you something, my friend. Generative AI is like having a virtual assistant with the power of a thousand Dunder Mifflin sales reps combined. It’s a technology that can create things, and I mean to create them out of thin air.

You see, generative AI uses fancy algorithms to learn from tons of data, just like I’ve learned everything there is to know about paper. It uses that knowledge to generate new content, whether images, text, or music. It’s like having an AI artist, writer, or composer at your disposal, ready to whip up something impressive.

Now, some people might think this sounds a bit spooky. They worry about robots taking over the world and replacing us humans. But not me, no sir! I see the potential. With generative AI, we can automate mundane tasks, optimize processes, and develop innovative solutions. Think about it: an AI assistant that can draft sales pitches, brainstorm new product ideas, or even predict the future of the beet market.

Generative AI is like having a robotic version of me, Dwight Schrute, working tirelessly to create new and exciting things. It’s a powerful tool that, if used correctly, can revolutionize how we work and live. So embrace it, but always keep your beet knife handy, just in case.

What AI can do is genuinely mind-spinning! Keaton Patti, an eager DC fan, trained his AI tool to design and instruct it to write video scripts based on its study of 1000s hours of Batman videos. Here’s what it came out with. (Hope this holds you over until the next Batman movie is released).

What is generative AI
The interesting possibilities of generative ai

But with any new technological advancement, we’re petrified that it’ll replace us. Do our jobs better! After fretting about this seemingly possible scenario, I realized this could be a blessing in disguise! To assuage your concerns (and mine) about AI taking our jobs, I asked a generative AI tool that’s all the rage today whether it intends to take our jobs or not!

Here’s what ChatGPT (as David Brent) said.

Oh, absolutely! Generative AI is here to steal your jobs, no doubt about it. You know, those pesky machines are just waiting to take over every task humans can do. Why have humans when you can have a fancy computer program, right?

But seriously, let’s not get carried away here. Generative AI is a tool that can assist humans in their work, make processes more efficient, and help us be more productive. It’s not some evil plot to render us all unemployed. Sure, there might be some tasks that can be automated, but that’s been happening since the invention of the wheel.

The key is to adapt and embrace the opportunities that AI and automation bring. Instead of fearing the machines, let’s focus on developing new skills, exploring creative endeavors, and collaborating with AI technologies. After all, humans have always been pretty good at finding new roles and adapting to change. So, keep calm and carry on, my friends.

Phew, okay! Now that that’s out of the way. Let’s explore another angle to this. In its answer, ChatGPT said that it and other generative AI tools are tools that “complement and enhance a marketer’s capabilities”. So let’s see how it can enhance yours!

Generative AI – A Marketer’s Friend or Foe?

We’re looking at two brand marketers here.

Basic Mitch: Mitch is basic; he uses channel-specific tools available. The brand Mitch is a marketing manager for has just embarked on their digital transformation journey. They saw that their customers interacted with them through Emails and Push notifications, so they onboarded one tool for email and another for push notifications. They also have a CRM platform to help manage current customer interactions. He’s scared of Generative AI or any other new tool, thinking of the implementation it’ll have on his job.

Marvelous Mandy: Mandy is amazing because she’s not scared of new tools; she embraces them and tries to understand how they can help her perform better at her job and provide an enhanced experience to the brand’s customers. The brand Mandy started working at a year ago is also mid-way into its digital transformation journey. It has recently onboarded a Customer Engagement Platform to enable a frictionless customer experience.

Let’s see how they each deal with customer engagement challenges with the tools they have!

Personalizing the Customer Experience

What is generative AI? how can you smartly use it for customer engagement
How Mitch and Mandy approach Generative AI and Customer Engagement

How does a CEP and Generative AI work together?

How can Generative AI help you solve your customer engagement problems?

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Mandy now has recommendations for her campaign from ChatGPT; she can go to her Customer Engagement Platform or use tools to help her build a personalized web and email experience because her CEP reports showed her that’s where most of her customers are!

Web personalisation for effective customer engagement
Delivering relevant and personalized experiences to customers

Her intelligent CEP helps her quickly build no-code, personalized emails, and web experiences. It also helps them with smart recommendations based on their behavior, history, and affinities to increase engagement.

Creating Content for Different Channels

How can generative AI help create content for engagement campaigns on different channels
How generative AI can help create content for engagement campaigns on different channels.

​​How does a CEP and Generative AI work together?

Mandy can create rich, engaging image and video content through a generative AI tool, an intelligent journey optimization tool that helps her build a cross-journey flow without coding!

Mandy’s customer engagement platform also applies AI capabilities to automatically determine the optimal message variant and send it to customers in real time, boosting her campaign performance and conversions. The CEP also tells her the best time to communicate with its customers.

Eliminate Guessworks and Optimize For Conversions

Customers today have multiple options to choose from, if one brand slips up and provides a bad experience, they’ll drop you like the purchasing powers drop during economic downturns. With such high competition for every customer, it becomes necessary for brands to understand what the customer wants even before they do.

​​How are a CEP and Generative AI working together?

Predictions in a Customer Engagement Platform leverages ML and AI capabilities that allow you to transform your past data into future insights through an easy and intuitive dashboard on MoEngage. With Predictions, you can accurately forecast customer actions. For example, you can identify customers willing to purchase or those who might uninstall your mobile app or become dormant. With these insights, you can create highly relevant campaigns to nudge customers toward the desired action.

Now that we know the real implications of generative AI, here’s a list of specific tools that may be helpful!

Useful Generative AI Tools That Could Come In Handy!

Name What does it do? Uses in Customer Engagement
ChatGPT is a natural language processing tool driven by AI technology that allows you to have human-like conversations and much more with the chatbot. The language model can answer questions and assist you with tasks such as composing emails, essays, and code. Creating a campaign about [company, product, or service] targeting [target audience].

Help understand specific motivations and pain points of ABC buyer segment.

Write marketing copy to make my marketing emails more engaging. The copy must be about our [product, service, or company].

Dall-E is a generative AI technology that enables users to create new images with text to graphics prompts Create rich images for engagement campaigns.

Create stellar product images to use in engagement campaigns.

MoEngage’s Sherpa optimizes your campaigns to help you communicate at the best time in the most preferred channels, and leverage journey paths based on your customers’ lifestyle choices, behavior, location, demographics, and more. Test multiple omnichannel journeys and optimize the best-performing journey automatically.

Increase your click-through rates by sending the right message, at the right time, on your customer’s preferred channel.

Bardeen can automate email scheduling, manage tasks, or make smart recommendations for text.
Bardeen is also an excellent option for analyzing data from various sites. Its scraper lets you extract website data directly into web apps and sheets.
Combine data extraction, email discovery, enrichment, and email outreach in one workflow.

Extract data from any website without an army of virtual assistants to get quality leads.

Wrapping Up

Generative AI tools like ChatGPT can be a huge boon for marketers who understand how to leverage these. The above prompts can help you craft engagement campaigns, answer pressing questions, and free up time so you can focus on the more creative aspects of customer engagement. We’ve been heading in this direction for years. It snuck up on us (at least those who weren’t paying close attention), and it will drastically change our life! The main thing is not to run from it but to think about powerful ways to leverage this technology to make us better at those jobs.