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AI & Automation
Generative AI
AI that creates new content — answers, summaries, replies — rather than only classifying or predicting.
Glossary/Generative AI
Generative AI produces original output: it writes an answer, drafts a reply, or summarises a conversation, instead of just tagging or scoring existing data. It's what makes an AI agent feel conversational rather than menu-driven.
In support, generative AI powers both customer-facing answers and behind-the-scenes help for agents. Grounded in your knowledge base, it generates responses that are specific to your business rather than generic.
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