The contact center industry has been transforming in recent years, thanks to the rapid advancements in artificial intelligence (AI) and natural language processing (NLP). One of the exciting innovations that hold immense potential is ChatGPT, a chatbot developed by OpenAI based on the GPT (Generative Pre-training Transformer) language model. This AI technology can revolutionize how contact centers operate and facilitate business communication in a whole new way.
Traditional contact centers have long recognized the advantages of automating repetitive customer interactions to save costs and improve efficiency. However, using Interactive Voice Response (IVR) systems and conventional chatbots often resulted in impersonal and mechanical interactions, reducing customer satisfaction. Customers have consistently preferred human interaction, especially when dealing with complex issues.
ChatGPT addresses this challenge by introducing generative AI, enabling chatbots to engage in more empathetic, intuitive, and human-like customer conversations. By leveraging this advanced technology, contact centers can create a more personalized and natural customer experience, leading to improved outcomes such as higher customer satisfaction, increased customer retention, and, ultimately, business growth.
Another critical aspect that ChatGPT can revolutionize is the process of summarizing customer interactions. Currently, agents spend valuable time summarizing each interaction, a task essential for creating personalized experiences and ensuring efficient complaint resolution. However, the pressure to reduce average handling times often leads to hastily completed summaries that lack detail or even get skipped altogether.
ChatGPT’s capabilities can streamline this process by efficiently summarizing lengthy customer interactions into concise outcomes. Customer service representatives can quickly grasp customers’ primary issues and concerns, facilitating more efficient tracking and resolution of complaints. Implementing ChatGPT in contact centers can significantly reduce average handling time (AHT), improving operational efficiency and resource utilization.
Furthermore, ChatGPT’s integration can enhance the effectiveness of automated AI transcription technologies in contact centers. The challenge lies in making the insights provided by these technologies more readable and actionable. Complex dashboards often hinder the implementation of recommendations derived from automated analysis.
With ChatGPT, contact centers can achieve a breakthrough by enabling a human-like communication interface for accessing insights. Agents and leadership teams can pose operational questions, and ChatGPT will respond in a manner that resembles human conversation, making the insights easily understandable and actionable. This user-friendly approach encourages the swift implementation of recommendations derived from AI transcription technologies, thereby maximizing their impact on contact center operations.
1. NICE
On January 26, 2023, NICE became the first contact center industry vendor to utilize generative modeling technology, integrating it into their CXone Expert. CXone Expert is a cloud-native customer service knowledge management solution designed to provide quick and accurate answers for resolving customer issues.
The main objective of this integration with OpenAI’s generative modeling, specifically ChatGPT, is to craft customer self-service responses in a human-friendly manner that is easy to understand while ensuring high accuracy and promptness. By doing so, customers can find the right answers without needing transfers or callbacks, creating a more human-like self-service experience.
The AI Insights feature combines ChatGPT-3 with real-time transcription to interpret customer conversations and cluster them into relevant categories, facilitating the identification of automation and process improvement opportunities within the contact centers. Furthermore, AI summaries enhance the agent-assist solutions by automatically summarizing interaction transcripts and publishing them in the CRM.
2. Salesforce
Salesforce has expanded its contact center platform by introducing Einstein GPT, a powerful generative AI CRM technology. This innovation allows AI-created content to be delivered at a hyper-scale across various aspects of the business, including sales, service, marketing, commerce, and IT interactions. By leveraging Einstein GPT, customers can integrate their data with OpenAI’s advanced AI models, enabling them to use natural-language prompts directly within their Salesforce CRM. This integration empowers businesses to generate content that continuously adapts to changing customer information and needs in real time, transforming every customer experience with generative AI.
Einstein GPT achieves this by infusing Salesforce’s proprietary AI models with generative AI technology from a diverse ecosystem of partners. Additionally, it leverages real-time data from the Salesforce Data Cloud, which efficiently ingests, harmonizes, and unifies a company’s customer data. Moreover, Einstein GPT seamlessly integrates with OpenAI, providing out-of-the-box generative AI capabilities for businesses to enhance their CRM functionalities further. With the combination of Einstein GPT and OpenAI, customers can connect data to OpenAI’s advanced AI models or even choose their external models, giving them more control over their AI-powered content generation process within Salesforce CRM.
3. Five9
Five9, a leading cloud contact center software provider, has recently launched two new products powered by GPT-3.5 from OpenAI. The first product, AI Insights, leverages the capabilities of ChatGPT and real-time transcription to automatically interpret and categorize customer conversations. This enables contact centers to identify opportunities for process improvement and automation by grouping contacts based on intent or other relevant traits.
The second product, “AI Summaries,” offers the convenience of auto-summarizing interaction transcripts and seamlessly publishing them in the CRM. This feature streamlines the post-contact processing for agents, saving valuable time and enhancing efficiency.
Mike Burkland, Chairman and CEO of Five9, emphasizes its commitment to continuous AI innovation, recognizing it as a critical aspect of its growth strategy. In addition to the new AI Insights and AI Summaries, Five9’s AI and automation portfolio includes speech analytics, workflow automation, and Interactive Voice Response (IVA) solutions.
The integration of ChatGPT into Five9’s offerings is expected to significantly fuel further AI innovation. The large language models, such as ChatGPT-3, present opportunities for quick wins in tasks like custom data charting, trending analysis, routing optimizations, and potentially transformative breakthroughs.
By combining ChatGPT-3 with real-time transcription, AI Insights can intelligently interpret customer conversations and cluster them into relevant categories. This clustering approach enables contact centers to swiftly identify automation possibilities and opportunities for process improvement.
Moreover, AI Summaries enhance the agent-assist solutions by automatically summarizing interaction transcripts and seamlessly integrating them into the CRM for easy access and reference.
4. Genesys
Genesys is taking a significant step forward by beta-testing generative AI on its Cloud CX platform, exploring various use cases for this technology. One notable application is the introduction of new agent-assist capabilities, specifically summarization. This feature lets agents receive automatically generated summaries after voice calls or digital interactions, streamlining their work during wrap-up time.
While GPT-4’s knowledge base and language processing capabilities surpass other technologies, companies are proceeding with caution due to its limitations. Although the responses generated by GPT-4 are impressively accurate and convincingly human-like, they are still reliant on the dataset it was trained on and may not always reflect the absolute truth or the most up-to-date information.
Despite the cautious approach, Genesys is forging ahead with its beta-testing of generative AI on the Cloud CX platform. In addition to the summarization feature, the company plans to introduce more capabilities soon. These planned additions include smart replies, auto-tagging of charts and articles, and machine translation.
Genesys aims to enhance agent productivity and deliver more efficient and effective customer service experiences by integrating generative AI into its platform. However, they are mindful of the technology’s limitations and actively work to balance innovation and accuracy in their solutions.
