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This article was written by Andy Pandharikar, Co-Founder/CEO of Commerce.AI, a Genesys AppFoundry Partner.
As the prominence of ChatGPT rises, companies are increasingly integrating it into their customer experience initiatives. Artificial intelligence (AI) has become a staple in contact centre applications — with AI-powered chatbots offering a streamlined and cost-effective method for delivering real-time customer support. By automating routine tasks and providing immediate access to information, chatbots alleviate the burden on customer service representatives and enhance the overall customer experience.
Beyond basic customer support, chatbots can also serve marketing functions. They can gather data on customer preferences and behaviours, which can then be leveraged to tailor marketing communications and optimise the impact of marketing campaigns.
The adoption of AI in contact centres is accelerating, and companies that hesitate to embrace this technology risk falling behind. Those that effectively implement AI in their customer service strategies will be well-equipped to reap its numerous advantages.
However, chatbots are just one piece of the customer experience puzzle. There are other common use cases of AI in contact centres, including the following:
AI of today differs from pre-AI technology in that AI is learned, whereas traditional systems were programmed. Deep learning, a core technique, has enabled the emergence and further adoption of AI. And while AI has existed for the past five to eight years, a new form of AI technology called GPT-X is challenging older models.
In May 2020, OpenAI, an AI research lab in collaboration with Microsoft, developed GPT-X, a generative AI system capable of mimicking human language. With 175 billion parameters, this deep-learning language model was trained on vast text datasets comprising hundreds of billions of words.
GPT-X is a deep learning model that generates structured text sequences based on input text. It excels at tasks such as:
GPT-X capabilities include:
However, GPT-X has the following limitations:
GPT-X surpasses previous language models by writing its own language and requiring minimal priming. Researchers refer to this as “few-shot learning,” and GPT-X exemplifies its potential. As contact centre leaders evaluate GPT-X, it’s important to consider its pros and cons.
Pros:
Cons:
Still, GPT-X presents opportunities for value creation, including bias reduction, measurement, data quality and value-added business strategy. For example, a well-trained AI model can be consistent and unbiased. Whereas human judgment can creep into manual processes, creating bias on external conditions.
GPT-X is revolutionising AI. Commerce.AI is thrilled to be at the forefront of this transformation with the Commerce.AI auto-MATE™. This product is one way to bring secure, compliant and enterprise-ready generative AI intelligence to the Genesys Cloud™ platform. For more information, visit Commerce.AI on the Genesys AppFoundry® Marketplace for the Commerce.AI Base Platform and the Commerce.AI Voice Survey.
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