MAY 2023
Brendan Read is Editor of Contact Center Pipeline. He has been covering and
working in customer service and sales and for contact center companies
for most of his career. Brendan has edited and written for leading industry
publications and has been an industry analyst. He also has authored and
co-authored books on contact center design, customer support, and working
from home. Brendan can be reached at
brendan@contactcenterpipeline.com.
To ensure successful deployment, I would recommend set-
ting up a team dedicated to learning the ins and outs of chat-
bot conversations, so that they can design tactics to guide
the conversation when needed and create an exemplary user
experience.
If possible, customer contact organizations should consider
starting with the customer segment that is most receptive
to adopting new technology. Any issues that are identified
can then be resolved before expanding the deployment to
additional customer segments.
Additionally, organizations should define clear objectives
and success metrics early on so that they know precisely
what results are expected from the chatbot. Finally, to en-
sure user loyalty, organizations should routinely review and
update any content used within their bots to make sure it is
accurate and up to date with any feature changes or other
new developments.
ChatGPT based on GPT-4 is a powerful and innovative tech-
nology that has the potential to revolutionize customer ser-
vice and bring truly natural, conversational AI experiences to
customer contact organizations.
Created by top researchers in the field of AI, GPT-4 provides
a wide range of features and plug-in options to make it easier
for contact centers to incorporate it into their existing chat
tools or other channels. Security measures must be in place
for companies to use this technology safely and efficiently.
Although certain aspects of the technology need improve-
ment before GPT-4 is ready for prime time, and some vendors
have yet to start developing offerings, many leaders in the
contact center industry are already exploring how they can
leverage GPT-4 solutions.
Companies that are interested in this type of technology,
should therefore take careful precautionary steps before de-
ploying ChatGPT-like solutions, like by working with an expe-
rienced objective partner.
While contact center executives are excited about the pos-
sibilities of deploying this advanced level of AI for their chat-
bot solutions, some are concerned that overreliance on such
AI models could result in their contact centers unknowingly
delivering incorrect information to customers.
Many companies are working on ways to ensure the re-
sponsible use of this technology. In some cases, this may
mean tasking contact center associates with monitoring
where the technology gets things wrong and then feeding it
new information.
RECOMMENDATIONS
Q: WHAT IS INVOLVED WITH INSTALLING GPT-4 IN
THE CONTACT CENTER?
A: Installing GPT-4 in the contact center requires a clear strat-
egy. To get started, users will need to decide which channels
they want to incorporate – including any websites or apps
attached to the existing customer service infrastructure.
After this, data integration via API is necessary so the agents
can query information and offer the most efficient solutions.
Finally, training agents on GPT-4 is essential for maximizing
the tool’s potential to learn different conversational intents
and extract key customer information. With a well-thought-
out installation process, contact centers can benefit from a
much-improved CX with AI-driven solutions.
In summary, to incorporate ChatGPT into a contact center,
businesses need to choose a provider that meets their needs,
set up the chatbot, integrate it with other channels and data
sources, train the chatbot and agents, and monitor and opti-
mize its performance continually.
Q: WHAT ARE YOUR RECOMMENDATIONS TO
CUSTOMER CONTACT ORGANIZATIONS THAT ARE
INTERESTED IN DEPLOYING CHATGPT
SOLUTIONS?
A: Deploying ChatGPT solutions can be a great way for cus-
tomer contact organizations to streamline the CX and reduce
response times.
FEATURE
IF POSSIBLE, CUSTOMER
CONTACT ORGANIZATIONS
SHOULD CONSIDER STARTING
WITH THE CUSTOMER SEGMENT
THAT IS MOST RECEPTIVE TO
ADOPTING NEW TECHNOLOGY.