June 2023: Generative AI Manifesto for Contact Centers
The Generative AI Manifesto: Experiment Fast, Early, and Responsibly
By Swapnil Jain , CEO and Founder of Observe.AI
When we look back on 2023, it will be remembered as the year Generative AI changed the world. Already we are seeing the impact of Generative AI across industries and professions - the contact center included.?
As with mobile, and cloud computing before it, those that do not adapt will fall behind.?
With any paradigm shift, there are two critical choices to make:?
What will you do?
The answer to the first question should be straightforward by now: We must embrace it or risk becoming obsolete.?
Yes, there are a lot of unknowns.?
Yes, there are real and relevant reservations about the technology.?
But we also have the rare opportunity to be the pioneers in this revolution.
This is my strong recommendation to you: Experiment early and experiment fast, but experiment responsibly.?
Generative AI provides a nearly zero-barrier to entry for most applications. And most implementations can be reversed.?
For any Generative AI application you're considering, if it checks those two boxes (low barrier to entry and easily reversible) and the value is there, then it's well worth a test.?
The downside is minimal, and the upside is limitless.?
Experiment. Learn. Iterate.?
But this brings me to the second question.
Who will you trust?
Every pioneer has leaned on the expertise of a guide. The sherpas of Mount Everest. Sacajawea to Lewis and Clark. Who you partner with often determines your success or failure.?
Right now, the answer to this question is more confusing than ever.?
Type "Generative AI for Contact Centers" into Google and you'll get over 20 million results.?
So let me provide some answers:
Should you use ChatGPT for your contact center??
Short answer: No. Why? While ChatGPT is impressive and produces comprehensive and cohesive answers, it is prone to serious inaccuracies and hallucinations, making them too risky to use on an enterprise level.?
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How can you experiment responsibly??
Generative AI solutions must have the ability to calibrate and fine tune the system. By nature, generic out-of-the-box models are trained on broad data sets and will not understand the nuances of contact center conversations. A black box solution without the means to calibrate it can be risky when things go awry. No machine gets it right the first time, every time. Allowing humans to refine the machine is essential.
What should you look for in a Generative AI partner??
First, are they well-versed enough in contact center dynamics to understand the intricacies of customer interactions, agent workflows, and the overall operational ecosystem. Someone with this level of expertise will be an accelerator to your experimentation with Generative AI.
Second, do they have a team of AI and machine learning experts with a strong track record. The low barrier to developing Generative AI solutions means simpler applications developed by teams unfamiliar with the contact center space will soon be worth a dime a dozen. Firms with an AI pedigree and funding will outlast and out-innovate those who may have made a splash being first to market.?
Third, understand the underlying technology. Most solutions are using out-of-the-box language models trained on generic data sets. On the surface, these may appear worthy of experimentation, but they are limited in capability by nature. The truth is, contact centers need an LLM that can adapt to their data nuances for better comprehension of interactions and more accurate identification of key actions and events you need to make better business decisions.
This is a new era of contact center artificial intelligence and we are here to help you every step of the way.
Read the full manifesto on our blog or get our new comprehensive ebook on Generative AI for contact centers.
Story of Transformation: National Debt Relief, LLC
National Debt Relief is the most-trusted and best-rated debt settlement option in the country.
When NDR originally met with us, they were monitoring a small percentage of random calls for business insights. With high compliance risk, NDR needed a data-driven way to improve agent performance in order to reduce risk while driving client trust.
After implementing our conversation intelligence solution, NDR was able to extract business insights from 100% of calls, which reduced overhead costs by 62%, increased call monitoring coverage by 97%, and 2X'd increase in output of client care teams.
Interested in more how they did it? Read the full story of transformation here.
Latest Webinar: Announcing Observe.AI's Generative AI-Powered Solutions
Over the years, contact center leaders have embraced AI and conversation intelligence to understand what's happening on calls. With the emergence of ChatGPT and Generative AI, contact center leaders are on the hot seat to figure out how to apply this new technology to their business.
Thankfully, we have the answers. Last week, we held a one-hour webinar announcing our latest investments in Generative AI innovation that will help contact centers increase productivity, improve performance, and transform operations.
Upset that you missed it? Don't worry, you can watch the full webinar here.
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Founder at Web2App & AppCollection.in
1 年Can't wait to see how CEO Swapnil Jain tackles these questions! Trust in appcollection for all your app and website development needs. Contact us at +91-6397285262 or visit appcollection.in. ??
Founder at Web2App & AppCollection.in
1 年"Who knew that AI could make customer service calls more interesting? Excited to see how this paradigm shift unfolds! Contact appcollection.in for cutting-edge AI solutions. ??"