Generative AI - the new future of contact center and CX
Artificial intelligence is constantly evolving. What opens up new opportunities in customer service — I encourage you to explore this topic. One of the most promising trends today is generative artificial intelligence (the so-called generative AI).
What is it, how to use it and how can it change the functioning of our contact centers?
Let's take a look at the solutions provided by Genesys.
Generative AI is a type of artificial intelligence that transforms content using advanced language models. Key feature and biggest advantage This type of solution is the ability to generate new, unique content such as:
- Texts,
- codes,
- pictures
- whether music
based on input provided by users. This technology gives us completely new opportunities in building communication service with our customers.
At the heart of generative AI are large language models (LLM) such as those created by OpenAI or Google. Imagine powerful AI platforms trained on huge datasets that allow text to be generated freely. Is it impressive? It may be surprising how much the text generated by artificial intelligence today resembles that created by humans. How much the conversation “designed” by AI resembles our daily communication.
The answers provided by chatbots based on generative AI are natural and context-rich enough that they are really hard to distinguish from human-generated ones. Thanks to this they are an excellent basis for developing tools to support the work of consultants in the contact center in such areas as:
- chatbots and voicebots,
- automatic summaries,
- paraphrasing or asking questions based on an understanding of the context of the text provided.
Genesys, as our partner and worldwide leader in contact center solutions leverages the benefits of generative AI in many areas, including Improve customer service by:
- Automate conversations with customers using generative AI and large language models
- the study of sentiment and meaning in text messages
- automatic generation of summaries and summaries of voice and text interactions
One of the key, valuable and, most importantly, practical applications is Automatic summarization of interaction content in Agent Assist.
What does it consist of? Well, when the conversation with the customer is over, the system automatically summarizes the course of interaction. Sounds interesting? We pay attention to what it is huge time saving for agents who have previously had to manually draw up notes. With Agent Assist, you can create a conversation summary much more efficiently and move on to handling the next interaction and customer. In addition, automated summaries can provide a valuable knowledge base for analyzing best practices and areas for improvement.
Generative AI is just one of the elements we see in Genesys' AI strategy to improve the customer and employee experience. Genesys uses different areas of AI to:
- Create personalized conversations
- Predictive Motion Modeling
- Conversation analysis,
- or optimal resource planning.
And that's not all!
yarrl also offers own solution for customerswho need quick effects or the support of dedicated AI solutions in communicating with customers, partners or other stakeholders.
The range of solutions for business and administration includes:
- chatbots based on large language models trained with information about procedures, regulations, legal solutions, allowing quick response to customer questions,
- advanced product search engines based on language models that allow you to search for interesting products using natural language,
- dedicated solutions, e.g. customer profiling, proposing products from current promotions
We also have something for customers processing confidential, personal or regulated data - we offer separate language models installed in our or the customer's infrastructure.
Generative AI is just the beginning of a revolution in how organizations communicate with their customers. By combining it with other areas of AI, companies can offer more personalized, efficient and satisfying customer experiences at every stage of the service journey. All these solutions are offered and implemented successfully for our customers.