At INTERACT STRATEGIES we have worked with AI and machine learning for a long time now with our first project dating back to 2009. This project consisted of having a bot learn how specific sales representatives were performing on the phone with different lines of products. The system was built to rank these representatives and assign calls with a profile to match their specific sales skills.
Simple, but it added 20% to our client’s bottom line.
Today we have virtually unlimited processing power in the cloud and billions of dollars poured into Artificial Intelligence R&D. We are now just starting to see the potential of this technology across all business activities.
On March 1st, OpenAI launched ChatGPT API for developers and we are ready for our next AI project.
We thought it would be a good idea to ask what it can do for us, contact center professionals.
There are multiple way you can integrate ChatGPT into your call center:
It’s important to note that integrating ChatGPT into your call center will require some technical expertise. You may need to work with a developer or an AI specialist to ensure that the integration is seamless and effective. Additionally, it’s important to train ChatGPT on your specific products and services to ensure that it can accurately answer customer inquiries.
What about for workforce management?
ChatGPT can also be used for workforce management in a call center setting. Here are a few ways you can use ChatGPT for workforce management:
In order to use ChatGPT for workforce management, you will need to integrate it with your call center software and ensure that it has access to relevant data such as call recordings and historical call data. It’s also important to train ChatGPT on your specific call center processes and procedures to ensure that it can accurately evaluate performance and provide feedback to employees.