FEATURE
Developers should test ChatGPT in a sandbox environment that replicates a contact center environment before deploying it in contact centers . By enhancing all these aspects of ChatGPT ’ s functionality , developers can make the technology ready for use in real-world contact center operations and provide novel opportunities for companies to interact more effectively with customers .
The scenario is like that of driverless cars . The technology for providing AI-powered accurate issue resolution will be available , but some interactions will lack the nuance needed to make customers comfortable . Customers will always appreciate the human touch and the empathy that human associates are trained to provide .
Q : WHERE ARE THE CONTACT CENTER INDUSTRY VENDORS ON CHATGPT ?
A : ChatGPT is fast out of the gate and is rapidly evolving . So , what you read at this moment could change in the next instance . But here is what we have gathered , seen , and analyzed to date for our clients .
NICE
NICE appears to be the first contact center industry vendor to move forward with this technology , announcing on January 26 , 2023 , that it will integrate its CXone Expert with the generative modeling used in ChatGPT . CXone Expert is a cloud-native customer service knowledge management solution that delivers answers for resolving customer issues .
The goal of integrating NICE CXone Expert with OpenAI ’ s generative modeling is to ensure that the resulting answers to customer self-service inquiries are not only quick and highly accurate but that they are also semantically constructed in a human-friendly manner that is easy to understand .
The technology should immediately route customers to the right answers without the need for transfers or callbacks , creating self-service experiences that feel human without engaging associates .
... THE TECHNOLOGY IS STILL UNDERGOING BETA TESTING AND EVALUATION , AS DEVELOPERS WORK TOWARDS MAKING IT READY FOR PRIME-TIME USE .
SALESFORCE
Salesforce has expanded its contact center platform by introducing Einstein GPT , a generative AI CRM technology , that delivers AI-created content across sales , service , marketing , commerce , and IT interactions , at a hyper-scale .
With Einstein GPT , customers can connect data to OpenAI ’ s advanced AI models and use natural-language prompts directly within their Salesforce CRM to generate content that continuously adapts to changing customer information and needs in real-time .
THE TECHNOLOGY FOR PROVIDING AI-POWERED ACCURATE ISSUE RESOLUTION WILL BE AVAILABLE , BUT SOME INTERACTIONS WILL LACK THE NUANCE NEEDED TO MAKE CUSTOMERS COMFORTABLE .
FIVE9
Five9 , a provider of cloud contact center software , has introduced two new products that use GPT 3.5 from OpenAI . The first product , AI Insights , combines ChatGPT with real-time transcription to automatically interpret and categorize customer conversations . By grouping contacts by intent or other traits , contact centers can identify opportunities to improve automation and other processes .
The second product , “ AI Summaries ”, auto-summarizes interaction transcripts and publishes them in the CRM to streamline post-contact processing for agents .
According to Mike Burkland , Chairman and CEO of Five9 , “ these new AI-powered offerings demonstrate Five9 ’ s commitment to continuous AI innovation , which is critical to the company ’ s growth . The company ’ s AI and automation portfolio includes speech analytics , workflow automation , and IVA solutions .”
ChatGPT is expected to play a significant role in fueling further AI innovation at Five9 . Its large language models offer quick wins in custom data charting , trending , and routing , as well as potential game-changing opportunities .
GENESYS
Genesys is currently beta-testing generative AI on its Cloud CX platform for various use cases . These include new agent-assist capabilities , such as summarization , which provides automatically generated summaries for agents to accelerate their work during wrap-up time following a voice call or a digital interaction .
Other companies will likely follow suit but are proceeding with caution . GPT-4 ’ s knowledge base and language processing capabilities far outpace other technology on the market , but it still has limitations . Its responses , while remarkably accurate and convincingly human , are based on the dataset it is trained on , and they are not necessarily based on the truth or the latest information .
10 CONTACT CENTER PIPELINE