This text outlines the importance and process of creating personalized generative AI (GenAI) experiences in customer service. It emphasizes the shift in businesses towards individual customer engagement, leveraging GenAI for dynamic, personalized interactions. The document covers the significance of prompt engineering in maximizing GenAI's effectiveness, offering tailored responses to enhance customer satisfaction. It discusses the reimagining of customer service, from providing exceptional experiences through AI to managing trade-offs and risks associated with privacy and data management.

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