MAY 2023
FEATURE
...THE TECHNOLOGY IS STILL
UNDERGOING BETA TESTING AND
EVALUATION, AS DEVELOPERS
WORK TOWARDS MAKING IT READY
FOR PRIME-TIME USE.
SALESFORCE
Salesforce has expanded its contact center platform by in-
troducing Einstein GPT, a generative AI CRM technology, that
delivers AI-created content across sales, service, marketing,
commerce, and IT interactions, at a hyper-scale.
With Einstein GPT, customers can connect data to OpenAI’s
advanced AI models and use natural-language prompts di-
rectly within their Salesforce CRM to generate content that
continuously adapts to changing customer information and
needs in real-time.
FIVE9
Five9, a provider of cloud contact center software, has intro-
duced two new products that use GPT 3.5 from OpenAI.
The first product, AI Insights, combines ChatGPT with re-
al-time transcription to automatically interpret and catego-
rize customer conversations. By grouping contacts by intent
or other traits, contact centers can identify opportunities to
improve automation and other processes.
The second product, “AI Summaries”, auto-summarizes
interaction transcripts and publishes them in the CRM to
streamline post-contact processing for agents.
According to Mike Burkland, Chairman and CEO of Five9, “these
new AI-powered offerings demonstrate Five9’s commitment
to continuous AI innovation, which is critical to the company’s
growth. The company’s AI and automation portfolio includes
speech analytics, workflow automation, and IVA solutions.”
ChatGPT is expected to play a significant role in fueling fur-
ther AI innovation at Five9. Its large language models offer
quick wins in custom data charting, trending, and routing, as
well as potential game-changing opportunities.
GENESYS
Genesys is currently beta-testing generative AI on its Cloud CX
platform for various use cases. These include new agent-as-
sist capabilities, such as summarization, which provides auto-
matically generated summaries for agents to accelerate their
work during wrap-up time following a voice call or a digital
interaction.
Other companies will likely follow suit but are proceeding
with caution. GPT-4’s knowledge base and language process-
ing capabilities far outpace other technology on the market,
but it still has limitations. Its responses, while remarkably ac-
curate and convincingly human, are based on the dataset it is
trained on, and they are not necessarily based on the truth or
the latest information.
Developers should test ChatGPT in a sandbox environment
that replicates a contact center environment before deploy-
ing it in contact centers. By enhancing all these aspects of
ChatGPT’s functionality, developers can make the technolo-
gy ready for use in real-world contact center operations and
provide novel opportunities for companies to interact more
effectively with customers.
The scenario is like that of driverless cars. The technolo-
gy for providing AI-powered accurate issue resolution will be
available, but some interactions will lack the nuance needed
to make customers comfortable. Customers will always ap-
preciate the human touch and the empathy that human as-
sociates are trained to provide.
Q: WHERE ARE THE CONTACT CENTER INDUSTRY
VENDORS ON CHATGPT?
A: ChatGPT is fast out of the gate and is rapidly evolving.
So, what you read at this moment could change in the next
instance. But here is what we have gathered, seen, and ana-
lyzed to date for our clients.
NICE
NICE appears to be the first contact center industry vendor
to move forward with this technology, announcing on Jan-
uary 26, 2023, that it will integrate its CXone Expert with
the generative modeling used in ChatGPT. CXone Expert is a
cloud-native customer service knowledge management solu-
tion that delivers answers for resolving customer issues.
The goal of integrating NICE CXone Expert with OpenAI’s
generative modeling is to ensure that the resulting answers
to customer self-service inquiries are not only quick and high-
ly accurate but that they are also semantically constructed in
a human-friendly manner that is easy to understand.
The technology should immediately route customers to the
right answers without the need for transfers or callbacks, cre-
ating self-service experiences that feel human without en-
gaging associates.
THE TECHNOLOGY FOR PROVIDING
AI-POWERED ACCURATE ISSUE
RESOLUTION WILL BE AVAILABLE,
BUT SOME INTERACTIONS WILL LACK
THE NUANCE NEEDED TO MAKE
CUSTOMERS COMFORTABLE.