Effectiveness and impact on customer experience
a study on the generative models Chatgpt and Gemini
DOI:
https://doi.org/10.5281/zenodo.15486309Keywords:
generative models; artificial intelligence (AI); customer experience; customer loyalty; personalization.Abstract
This study examines the application of generative AI models, ChatGPT (OpenAI) and Gemini (Google DeepMind), in customer engagement and retention. Through comparative analysis, we find that Gemini excels in multimodal tasks, such as visual recognition, while ChatGPT is more effective in textual interactions and personalization. Model selection should consider the application context and user profile. We discuss technical limitations and the potential of these technologies in building more effective relationships between companies and consumers. We conclude that both models offer significant benefits (up to 50% increase in engagement and 45% reduction in response time), but their effectiveness depends on strategic implementation.
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