The public release of OpenAI’s ChatGPT in 2022 garnered a worldwide wave of interest in the capabilities of generative AI. It took only five days for this tool to acquire the first million users on its platform. As of June 2023, it had a staggering 1,700 million monthly views on its website.
In the interim, tech giants such as Microsoft partnered with OpenAI, while others like Google announced the launch of their own generative AI tools.
Contact centers have relied on chatbots to enhance customer service and reduce operational costs for several years. A recent Economic Times survey made an interesting revelation:
With this openness in customer attitude and the continuing commitment to enhance their experience, it is little surprise that ChatGPT is “the next big thing” in the contact center space.
ChatGPT is essentially a chatbot—you can input questions and prompts to get responses. OpenAI’s developers used billions of pages of text from the Internet to train the tool.
However, it is limited by what it was “fed,” which includes the biases and inaccuracies commonly found on the Internet.
That said, the tool is widely used by:
A survey report published by Forrester mentioned that 64% of respondents planned to increase their investments in AI in the contact center within the next 12 months.
Unlike traditional chatbots, ChatGPT:
Contact centers can utilize ChatGPT to:
This generative AI surpasses its predecessors with human-like engagement, reducing the workload for customer service agents. Consequently, agents can focus on resolving complex and high-priority issues, enhancing the overall experience for customers interacting with your contact center.
At 1Point1, we are dedicated to creating an engaging and seamless customer service experience with a short turnaround time. To this end, we use various custom AI tools to help all those who contact us get a quick, satisfactory resolution.