The Rise of Generative AI in Contact Centers: Insights and Trends for 2023
The Oxford University Press recently named “rizz”, Word of the Year for 2023. Yet, if the tech and CX industries had run similar competitions, “GenAI” (short for generative AI) would surely win both.
Indeed, the rise of generative AI in the tech industry has been nothing short of remarkable. Metrigy reported that 74.5 percent of companies are planning to adopt generative AI for customer-related activities before the end of 2023, with another 15.1 percent planning to do so in 2024. This rapid adoption underscores the growing importance of this technology in transforming customer experiences.
During a recent webinar with CCaaS visionary UJET, Robin Gareiss, CEO of Metrigy, shared some fascinating insights into the ways contact centers are beginning to leverage generative AI. According to the study, the most valuable use cases for generative AI in contact centers include content creation, classifying customer interactions, and summarizing internal meetings.
What’s interesting is that content creation isn’t just one application of generative AI. It encompasses several use cases, such as automated customer responses, call summaries, and issue classification. This diversity in applications highlights how businesses are experimenting with different ways to integrate GenAI into their workflows.
One key point to note is that GenAI is not just limited to content creation. It is also being used to augment various other contact center systems, such as customer feedback platforms and knowledge management tools. This technology has the potential to unlock positive outcomes for both customers and employees, leading to improved business results.
While there are significant benefits to implementing GenAI in contact centers, there are also challenges that need to be addressed. Concerns around accuracy of responses, data privacy, internet bias, and job displacement are all valid considerations for businesses looking to adopt this technology. However, trust-building strategies, such as limiting data usage and ensuring human oversight, can help mitigate these concerns.
UJET, a leading provider of CCaaS solutions, is at the forefront of helping businesses kickstart their GenAI journey. With a focus on mobile-first design, reliability, and security, UJET offers a range of solutions that integrate GenAI with conversational intelligence and agent-assist tools. By leveraging UJET’s expertise in this space, businesses can safely and effectively implement generative AI in their contact centers.
To learn more about how UJET can help you harness the power of GenAI in your contact center, visit their website at ujet.cx. With the right tools and strategies in place, businesses can unlock the full potential of generative AI and revolutionize the way they engage with customers.
