July 2023: The Problem with Most Generative AI for Contact Centers
The Problem with Most Generative AI for Contact Centers
Generative AI and ChatGPT continue to be a topic of interest for contact centers, but there are still a lot of questions from contact center leaders.?
What is it??
How can contact centers use it??
What should you be careful of??
What's real? What's fake??
In our?recent ebook?on Generative AI, we shared The Generative AI Manifesto to help contact center leaders navigate this process.?
The headline: Generative AI is here to stay - whether we like it or not. To survive and thrive, we have to experiment fast, early, and responsibly.?
But what does it mean to experiment responsibly??
In our recent?LinkedIn Live with Justin Robbins , Founder and Principal Analyst of Metric Sherpa , we unpacked what it means. Here's an excerpt from the wide-ranging conversation:?
Observe.AI:?When you think about embracing a new technology like this, how do you do so responsibly??
Justin Robbins:?This is the most common question I get from people. There's not a clearly defined playbook, so how do we think about experimenting responsibly??
First, you need to have a realistic expectation of what you can and can't do with these solutions.?
Second, it's important to have a really clear idea what your desired outcome is - and will we know what it is if we see it??
Third, how do we make sure that we continually have our hands on the integrity of the data and enabling these technologies to learn from us.?
Observe.AI:?Exactly. We always talk about garbage in, garbage out. They need to have good, clean data with good, clean transcriptions so the machine can process it. And then you absolutely need to be able to calibrate it.?
Justin Robbins:?It is absolutely about having those guardrails. You need to be able to observe in real time of near real time to validate it and iterate quickly. And lastly, you need to have a contingency plan.?
Watch the full 45-minute discussion on?Ethical AI in the Contact Center here.??
Interested in being a guest on our LinkedIn Live series? Email?[email protected]
For more on this topic, read our new blog from Chief Scientist Jithendra Vepa:?"The Problem with Most LLMs for Contact Centers".
领英推荐
Story of Transformation: Leading Moving Company
For more than 35 years, the company – one of the largest independently owned and operated moving companies in North America – has provided local, long distance, and global relocation services to a variety of commercial, residential, and government clients.
The company was experiencing rapid growth as a result of a spike in demand of moving services across the country. Leads had more than doubled, and the company needed a more efficient way to monitor performance and an optimized approach to how it coached its 30-person sales team, or moving consultants.
As part of their sales revamp project, the company sought a solution that helped them understand call drivers, reduce handle times, and improve how their moving consultants were meeting the needs of interested consumers and ultimately driving more business.
Observe.AI enabled the company to have a data-driven way to not only improve how moving consultants delivered service, but also to identify opportunities to expand services and increase revenue.
Interested in more how they did it? Read the full story of transformation here.
Latest Webinar: Ethical AI in the Contact Center: Top Use Cases and Questions for Generative AI
We’ve officially entered the age of Generative AI.
To survive, contact centers must experiment fast, early, and responsibly. But what does it mean to experiment responsibly and how can you identify these opportunities??
In this webinar, we join Justin Robbins , Founder & Principal Analyst at Metric Sherpa , as he walks through what ethical AI in the contact center looks like and top use cases and questions surrounding Generative AI.
Upset that you missed it? Don't worry, you can watch the full webinar here.
New on the Blog