Scaling GenAI for Enterprise CX with Frontline-Ready AIâ„¢

Popular generative AI tools such as ChatGPT and Gemini are helping customer experience, but they are unsuited for large-scale CX deployment. That’s why we’ve built a suite of secure and highly effective GenAI tools designed specifically for the front line.

Generative AI is transforming CX, but not every application is advancing the industry. Many tools can create more noise than clarity, and introduce risk rather than results. Sustainable impact comes not from chasing hype, but from enabling smarter decisions and faster action at the front line.

Today’s popular GenAI tools like ChatGPT, Microsoft Copilot, and Gemini are incredibly powerful, but they are not built for broad enterprise CX deployment. They require prompt engineering expertise, they assume technical fluency, and when used incorrectly, they can generate unpredictable and therefore risky outputs. For frontline users—those in retail, service, operations, and customer care roles—this complexity creates a barrier to adoption and trust.

Frontline teams should not have to become prompt engineers on top of their day jobs.

That is exactly why we focused on building a suite of solutions that are predictable, reliable, scalable, and secure—designed specifically for non-technical, non-analyst users. These solutions deliver intuitive, context-aware intelligence that is embedded directly into existing CX workflows to drive fast, smart decisions at scale, without the need to be an AI expert.

We call it Frontline-Ready AIâ„¢.

Frontline-Ready AIâ„¢:
Built for speed, scale, and security

The incredible power of GenAI for customer experience is exponentially multiplied when the technology helps frontline employees—like store managers, front desk managers, and bank branch staff— actually work better, smarter, and faster. 

We’ve built a suite of tools that are as brilliant as they are practical. Intelligent Summaries for conversational data analyze a full conversation in less than 60 seconds, a staggering 400% time savings for managers. Themes with GenAI makes discovering emerging trends effortless, putting real-time insights at our users’ fingertips. With Smart Response, we’ve automated empathy and personalization at scale for faster and more relevant customer follow-up. And Root-Cause Assist bypasses hours of dashboard analysis to provide immediate, actionable answers. 

We designed our Frontline-Ready AI solutions to confidently equip your customer-facing workforce. Our technology delivers reliable and accurate insights by focusing on four key principles: It provides predictable and reliable answers by using only your company’s data, significantly reducing the risk of hallucinations. The solutions are also highly scalable and secure, integrating seamlessly across large teams with minimal rollout time and training.

Ultimately, Medallia provides an enterprise-grade platform that protects your most sensitive information while providing your teams with the insights they need.

Early success stories using Frontline-Ready AI

We’re already seeing the profound impact of these solutions in action. 

For example, a national pet supply retailer using our Themes with GenAI feature was able to pinpoint a previously hidden source of customer frustration and attrition: a specific surcharge on a subset of delivery orders. This critical insight was identified and addressed in mere hours.

Another customer, leveraging our Smart Response feature, has seen an 80% reduction in average response times. This isn’t just a small improvement; it translates to an annual savings of 3.4 years of work for their team compared to their previous templated responses. The key is accuracy: the AI-generated responses have a 92% match rate with the brand’s voice and needs. This allows employees to simply review, make minor edits, and send, streamlining the entire process.

Transform frontline CX, only with Medallia.

There’s a massive difference between general-purpose AI and a generative AI solution tailored for frontline employees. While general models like ChatGPT can be useful for brainstorming or content generation, they can also cause confusion and provide inconsistent information when used in customer support, sales, operations, or field service. This often leads to subpar experiences for both employees and customers.

The best generative AI solutions for frontline teams, however, are designed to fit seamlessly into employees’ existing workflows. These purpose-built tools empower your team to make smarter, faster decisions, whether they are in the field or on the floor, all without requiring them to become AI experts.

Medallia’s AI now empowers millions of employees to act on customer and employee insights directly from our platform. By democratizing AI on an unprecedented scale, we help businesses improve individual customer interactions while also identifying and resolving friction points to drive cost savings and revenue growth.

Check out our next wave of Frontline-Ready AI innovations! Sign up for our Fall Release webinar on October 23, 2025.