GENERATIVE AI
Once the AI system has learned the patterns and relationships , it can generate new outputs that are similar to existing data but not identical . This allows the AI system to create novel content and outputs that are not limited to existing data and that are unique to the generative AI system .
GENERATIVE AI VERSUS CONVERSATIONAL AI : UNDERSTANDING THE DIFFERENCES
Let ’ s now look at Generative AI and Conversational AI . Both are two types of AI that have become increasingly popular in recent years . While they share some similarities , they also have significant differences that make them better suited for different applications .
Generative AI is a general purpose technology that covers a broad range of needs . It is designed to create new and original content , such as text or speech , and is therefore non-deterministic : which means it neither can predict nor review exactly what and why it says what it says .
Conversational AI , on the other hand , is a type of AI that focuses on creating natural language interactions between humans and AI systems using an ECAIP .
GENERATIVE AI IN CONTACT CENTERS : BENEFITS AND CHALLENGES
When integrated with an ECAIP , Generative AI can provide the following benefits :
Improved efficiency . Generative AI can automate repetitive and time-consuming tasks , freeing up agents to focus on more complex and creative tasks . For example , it can generate automated responses to common customer inquiries , thus reducing the need for bot builders to manually create responses to these requests .
Enhanced CX . Generative AI has a fundamental , built-in knowledge of the world which it can use , combined with the contexts of conversations , to generate personalized content that helps build stronger relationships with customers . It is also capable of some reasoning and can pretend to be empathetic .
Increased accuracy . Generative AI can help reduce human error , such as typos and incorrect information , which can improve the accuracy of customer interactions . It can also provide next-generation agent assist by “ listening in ” to a live conversation and suggesting responses based on the context of the call .
GENERATIVE AI ... COVERS A BROAD RANGE OF NEEDS . IT IS DESIGNED TO CREATE NEW AND ORIGINAL CONTENT , SUCH AS TEXT OR SPEECH ...
Despite the potential benefits of Generative AI , there are also several challenges associated with this technology , which means it cannot be used in isolation in the contact center .
Without an ECAIP , Generative AI doesn ’ t know your company or your use cases . It can ’ t do anything for your customers because it is not connected to your back-end systems or to your customer-facing solutions . And it cannot perform the handover of conversations to humans , like your agents .
THE BEST TYPES OF CONTACT CENTERS FOR USING GENERATIVE AI
When used with an ECAIP , Generative AI will be beneficial to a majority of contact centers . The technology can automate repetitive and time-consuming tasks , thereby freeing up agents to focus on more complex and creative tasks . And it can handle a large volume of customer interactions during peak periods .
Contact centers that are focused on self-service and automation will benefit from using Generative AI as it can provide quick and accurate responses to customer inquiries , ultimately reducing the need for agents to be involved in every interaction . This can improve CX and reduce wait times for customers .
CHATGPT AND GENERATIVE AI
ChatGPT has burst on the scene recently and continues to gain attention . Here briefly is what it is , in its growing number of iterations , and the relationship it has with Generative AI .
ChatGPT is a chatbot developed by OpenAI that was launched in November 2022 and is available online for free . It is built on top of OpenAI ' s GPT family of Large Language Models ( LLMs ), which is also known as Generative AI .
OpenAI has most recently released GPT-4 and there are several improvements since its last version , GPT-3 , including the ability to be more coherent , more accurate , and less likely to make up facts .
The new features in GPT-4 will help contact centers offer better customer service and be more effective in their ability to respond quickly , accurately , and more human-like to customer inquiries .
The combination of Generative AI with a Conversational AI platform is promising for contact centers worldwide . This powerful AI duo will enhance conversations by tailoring to an individual ’ s context and preferences and improve agent performance resulting in increased
MAY 2023 17 efficiency and cost savings .
--Hardy Myers