Smarter Engagement Starts Here: Unlocking the Power of GenAI

October 2, 2025

Customer expectations are rising faster than ever. They want instant answers, personalized experiences, and seamless interactions across every channel. For businesses, this isn’t just a service challenge, it’s an engagement challenge. According to a Forrester study commissioned by Meta, GenAI is emerging as the critical technology to bridge that gap.

Customers Are Ready for GenAI

The research found that 74% of consumers are comfortable interacting with GenAI-powered brand experiences, and more than one-quarter actually prefer it as their first touchpoint. That means customers are open to engaging with AI, provided it delivers value.

Yet, many interactions today still fall short. Consumers report frustration when GenAI chatbots can’t complete requests or provide incomplete answers. Trust is also a hurdle, only 27% of U.S. online adults fully trust the information they get from these systems.

The opportunity? If brands can improve GenAI accuracy, context-awareness, and continuity across channels, they’ll not only meet expectations but exceed them, turning one-off chats into lasting engagement.

Why GenAI Engagement Matters

Forrester highlights that businesses are still measuring GenAI mostly through a customer service lens-focusing on KPIs like cost savings, resolution rates, and call handle time. But engagement goes beyond efficiency.

GenAI can:

Deepen understanding by analyzing conversations and surfacing insights on what customers really want.
Enhance consistency by ensuring customers get the same quality of response no matter the channel or time of day.
Build loyalty by making every interaction feel personalized and relevant.

Nearly 70% of decision-makers in the study said GenAI’s biggest potential is improving customer understanding; a clear shift from seeing AI as just a cost cutter to viewing it as an engagement driver.

The Path to Smarter Engagement

So how can businesses transform GenAI into a true engagement engine? Forrester’s findings point to three focus areas:

Meet customers where they are
GenAI isn’t just for websites. Messaging apps, social media, and chat are now primary engagement channels. Expanding GenAI across these touchpoints ensures you’re present in the spaces customers prefer.
Focus on quality, not just speed
Inaccurate or incomplete responses erode trust quickly. Investing in clean, brand-specific data and guardrails improves the reliability of GenAI interactions.
Think beyond service
While service automation brings savings, the real engagement gains come from applying GenAI in sales, marketing, and commerce, helping customers discover products, navigate decisions, and enjoy personalized journeys.

From Engagement to Relationship

GenAI-powered engagement isn’t just about solving problems faster. Done right, it makes every interaction an opportunity to strengthen the customer relationship. And that’s where the future is headed: towards AI agents that not only respond, but also anticipate, advise, and act on behalf of customers.

Forrester’s study shows that 80% of business leaders believe these AI agents will revolutionize customer interactions. But that revolution won’t happen without building trust and engagement first.

AiChat: Powering the Next Era of Customer Engagement

At AiChat, we help businesses turn GenAI potential into real-world impact. From WhatsApp to webchat, from customer service to sales, our conversational AI solutions are built to deliver smarter, more human-like interactions that strengthen relationships at every stage of the customer journey.

With a proven track record supporting leading global brands, AiChat enables organizations to: