How will GPT Impact Your Contact Centre?
Attention business leaders: have you heard about the latest developments in GPT technology?
Over the past month, many new GPT-infused tools have hit the market, indicating a growing interest in this cutting-edge technology. But what does this mean for your contact centre agents? Will they be replaced by robots anytime soon? The answer is a resounding “no.”
Contrary to what some may believe, GPT and other AI technologies are not designed to replace humans (at least not yet). Instead, these tools augment and support our existing capabilities, freeing us up from repetitive and time-consuming processes.
For businesses, this means greater efficiencies through automation, particularly in customer service, where chatbots can converse with customers more naturally, providing better experiences and enabling a consumer-first approach. For example, a chatbot could help customers navigate a website, answer common questions, and even support agents on live calls.
However, the challenge for businesses lies in how they use GPT within their chatbot technology to elevate the customer experience while reducing the burden on contact centre agents. The risk of using GPT in live chatbot environments is that the technology learns through interactions and the information available to it. Therefore, there is a risk of giving customers a frustrating experience if the chatbot cannot understand their questions or does not provide an appropriate response. This is where solutions like Humley Think come in.
Think utilizes GPT models and generative AI to help businesses rapidly create knowledge bases to power chatbots, taking the pain and cost away from teams manually researching and writing FAQs. By using Think, businesses can deploy a wider variety of self-serve experiences for their customers and free up their agents to focus on those customers who want to speak with a real person. This requires agents’ unique skill sets to problem solve and empathize, which bots just can’t do.
Think takes a business’ existing information sources and applies the models to curate FAQs automatically, which can then be added to a conversational AI assistant project. Unlike web scraping tools available in other chatbot platforms, Think uses the content provided to suggest answers and training data, as well as allowing an organization to set the tone of voice for the responses generated to keep in line with brand expectations and control what responses customers are provided with.
All this means quicker access to chatbots, cheaper set-up costs, a wider breadth of experiences, and greater deflection from contact centres. This frees up agents to focus on more sensitive or critical issues, improving the overall customer experience.
In conclusion, GPT is not coming for contact centre agents’ jobs anytime soon. Instead, it should be viewed and adopted as a tool which can expedite technology deployment and the benefits that it brings, helping agents by providing more rewarding and engaging work environments. If you want to learn more about how GPT can be used to speed up your chatbot deployment, click here or get in touch to book a demo.