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Generative AI has the potential to significantly improve customer experience metrics such as Net Promoter Score (NPS), Customer Effort Score (CES) and Customer Satisfaction Score (CSAT). Automation and generative AI can be used to improve customer service tasks, allowing customer service teams to better understand how customers think and behave. AI can be used to measure customer loyalty and satisfaction, providing insight into how likely customers are to recommend a product, service or company.