Contact Center Pipeline May 2023 | Page 12

IF POSSIBLE , CUSTOMER CONTACT ORGANIZATIONS SHOULD CONSIDER STARTING WITH THE CUSTOMER SEGMENT THAT IS MOST RECEPTIVE TO ADOPTING NEW TECHNOLOGY .

FEATURE

While contact center executives are excited about the possibilities of deploying this advanced level of AI for their chatbot solutions , some are concerned that overreliance on such AI models could result in their contact centers unknowingly delivering incorrect information to customers .
Many companies are working on ways to ensure the responsible use of this technology . In some cases , this may mean tasking contact center associates with monitoring where the technology gets things wrong and then feeding it new information .
RECOMMENDATIONS
Q : WHAT IS INVOLVED WITH INSTALLING GPT-4 IN THE CONTACT CENTER ?
A : Installing GPT-4 in the contact center requires a clear strategy . To get started , users will need to decide which channels they want to incorporate – including any websites or apps attached to the existing customer service infrastructure .
After this , data integration via API is necessary so the agents can query information and offer the most efficient solutions .
Finally , training agents on GPT-4 is essential for maximizing the tool ’ s potential to learn different conversational intents and extract key customer information . With a well-thoughtout installation process , contact centers can benefit from a much-improved CX with AI-driven solutions .
In summary , to incorporate ChatGPT into a contact center , businesses need to choose a provider that meets their needs , set up the chatbot , integrate it with other channels and data sources , train the chatbot and agents , and monitor and optimize its performance continually .
To ensure successful deployment , I would recommend setting up a team dedicated to learning the ins and outs of chatbot conversations , so that they can design tactics to guide the conversation when needed and create an exemplary user experience .
If possible , customer contact organizations should consider starting with the customer segment that is most receptive to adopting new technology . Any issues that are identified can then be resolved before expanding the deployment to additional customer segments .
Additionally , organizations should define clear objectives and success metrics early on so that they know precisely what results are expected from the chatbot . Finally , to ensure user loyalty , organizations should routinely review and update any content used within their bots to make sure it is accurate and up to date with any feature changes or other new developments . Q : WHAT ARE YOUR RECOMMENDATIONS TO CUSTOMER CONTACT ORGANIZATIONS THAT ARE INTERESTED IN DEPLOYING CHATGPT SOLUTIONS ?
A : Deploying ChatGPT solutions can be a great way for customer contact organizations to streamline the CX and reduce response times .
IF POSSIBLE , CUSTOMER CONTACT ORGANIZATIONS SHOULD CONSIDER STARTING WITH THE CUSTOMER SEGMENT THAT IS MOST RECEPTIVE TO ADOPTING NEW TECHNOLOGY .
ChatGPT based on GPT-4 is a powerful and innovative technology that has the potential to revolutionize customer service and bring truly natural , conversational AI experiences to customer contact organizations .
Created by top researchers in the field of AI , GPT-4 provides a wide range of features and plug-in options to make it easier for contact centers to incorporate it into their existing chat tools or other channels . Security measures must be in place for companies to use this technology safely and efficiently .
Although certain aspects of the technology need improvement before GPT-4 is ready for prime time , and some vendors have yet to start developing offerings , many leaders in the contact center industry are already exploring how they can leverage GPT-4 solutions .
Companies that are interested in this type of technology , should therefore take careful precautionary steps before deploying ChatGPT-like solutions , like by working with an experienced objective partner .
Brendan Read is Editor of Contact Center Pipeline . He has been covering and working in customer service and sales and for contact center companies for most of his career . Brendan has edited and written for leading industry publications and has been an industry analyst . He also has authored and co-authored books on contact center design , customer support , and working from home . Brendan can be reached at brendan @ contactcenterpipeline . com .
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