Generative AI, a subset of artificial intelligence (think ChatGPT) that focuses on creating new content, is emerging as the trend of 2023. It has the potential to revolutionize the way contact centers operate and deliver customer experiences if done correctly. With the ability to create new content, simulate complex scenarios, and drive innovation in customer interactions, generative AI offers a wealth of opportunities for improving customer contact and customer experience (CX) operations in the contact center.
While the possibilities are still being explored, there is so much opportunity presently for contact centers to take advantage of this technology. In this article, we are going to dive into some of the many ways generative AI can make life a little easier while elevating the customer experience.
Our Generative AI Quick Hit List:
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Be Specific
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Chatbot Enhancement
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Elevated Training Opportunities
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Analyze & Improve
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Create Content in Real Time
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Start Small & Be Bold
Specificity Is Everything with Generative AI
One of the most common mistakes made when starting is using generative AI to answer questions. While that is a function that it serves the capabilities are much more robust. The more specific you are the better the result.
For example, we asked ChatGPT to act as a customer support agent for Netflix and tell us about the options for contacting customer service.
As you can see, it gave a very specific answer to that question. You can create commands and prompts so that generative AI acts according to your brand’s voice, your company guidelines and so much more. This is just “prompting 101” for generative AI however, you get the idea.
Simply put, the answer will be generic if you are generic in the ask. So, get specific and almost adopt the mindset that you are training a new agent. Because you are.
ChatGPT and Chatbots in The Contact Center
Generative AI can significantly improve the capabilities of conversational AI tools, such as chatbots and virtual assistants, by enabling them to generate more natural and contextually relevant responses to customer inquiries.
This can lead to more engaging and satisfying customer interactions, ultimately improving the overall customer experience. Contact center leadership can use generative AI to create highly personalized and engaging customer interactions by analyzing customer data and generating content tailored to individual preferences and needs.
Customers know when they are getting the same canned responses so being able to say the same thing in different ways seems simple, however, it is a small step that is available with AI.
Training and Education in The Contact Center
One of the challenges in training contact center agents is simulating realistic customer interactions. Generative AI can be used to create a diverse range of customer scenarios, complete with realistic dialogue and responses, enabling agents to practice and hone their skills in a more authentic environment.
Generative AI can also be used to enhance quality assurance and monitoring processes in contact centers. By generating realistic customer interactions and evaluating agent responses, generative AI can help identify areas of improvement and provide actionable feedback for agents, ultimately leading to improved customer support and satisfaction.
Programs like ChatGPT have the potential to drive innovation in customer experience by creating new ways of engaging with customers and solving their problems. For example, generative AI could be used to create immersive and interactive customer experiences using virtual or augmented reality, providing customers with a more engaging and memorable way to interact with a brand.
By enabling more natural and engaging customer interactions, generative AI can help improve customer satisfaction and build stronger relationships between customers and brands. By automating routine tasks and improving agent training, generative AI can help contact centers operate more efficiently, reducing costs and freeing up resources for more complex or high-value tasks.
Generative AI can enable contact centers to deliver highly personalized experiences that drive customer loyalty and retention by generating content tailored to individual customer needs and preferences.
Analyze Conversations and Create Content with Generative AI
Almost every conversation becomes a transcript or should be a transcribed conversation in today’s contact center. Taking those conversations and having them analyzed for missed opportunities or better verbiage can help train your agents and the AI itself.
Imagine taking a conversation where a customer was frustrated with your product and was explaining the issue to your agent. The agent went above and beyond on the call and the customer left happy. Take that transcription and have generative AI create a case study, or story from that conversation.
This happens daily in your contact center and can be used to improve FAQs, create content, enable agents more options, and much more. Just by taking a segment of your customer interactions and analyzing them, you will begin to identify trends and streamline the customer experience.
Take Action with Generative AI In the Contact Center
Early adopters of generative AI in contact centers will likely gain a competitive edge by providing superior customer experiences, driving innovation, and staying ahead of industry trends. As generative AI becomes more prevalent in contact centers, the workforce must adapt to the changing landscape, developing new skills and embracing a more collaborative approach between humans and AI.
When implementing generative AI in your contact center, start with small, manageable projects and gradually scale up as you gain experience and confidence in the technology. As with any AI application, ensuring data security and privacy is crucial when implementing generative AI.
Taking the Next Step
Like all advancements in technology, this is not an either/or transformation, it is an additive innovation. AI isn’t taking over your contact center, it is enhancing operational efficiency and the agent experience as much as the customer experience.
There is no doubt that generative AI, specifically ChatGPT, has the potential to transform the way contact centers operate and deliver customer experiences. By understanding the technology, staying informed about industry trends, and strategically implementing generative AI in your contact center, you can unlock new possibilities in customer experience and position your organization for success in the coming years.
