How GenAI Can and Can’t Help Manage Customer Insights
MIT Sloan Mgmt Review ·Thomas H. Davenport and Viktor Dörfler . <p><a href="https://www.linkedin.com/in/davenporttom/" target="_blank" rel="noopener noreferrer">Thomas H. Davenport</a> is the President’s Distinguished Professor of Information Technology and Management and facul ·13 July 2026
Carolyn Geason-Beissel/MIT SMR | Getty Images To understand their customers and markets, a growing number of customer-oriented companies are using generative AI tools, alongside the language and reasoning capabilities of popular large language models (LLMs), to access and analyze their own internal content. These hybri...
Carolyn Geason-Beissel/MIT SMR | Getty Images To understand their customers and markets, a growing number of customer-oriented companies are using generative AI tools, alongside the language and reasoning capabilities of popular large language models (LLMs), to access and analyze their own internal content. These hybrid knowledge approaches, which typically employ a technique called retrieval-augmented generation […]
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