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What is your strategy for leveraging the recent advances in generative AI? Google has now released their Bard system and Microsoft has integrated ChatGPT by OpenAI into their Bing search engine. Companies and consumers are all experimenting with these tools and this is creating new expectations for the customer experience (CX).
 

AI in the contact centre is nothing new. For years, brands have used AI-powered tools to automate tasks and extract insights from large pools of data.

But with the sudden popularity of ChatGPT and similar programs bringing AI to the masses, companies are (or should be) taking a fresh look at how they’re implementing AI and where they can better use it to improve customer experience. The contact centre houses some exciting opportunities.

AI is a job killer with sights set squarely on the most vulnerable, hourly paid workers.
 
This myth is hard to debunk. Many believe it with fierce conviction. Use artificial intelligence to search statistics supporting the job-killer myth, and you’ll probably unearth some pretty credible-looking “evidence.”
 

AI is revolutionising customer service across all industries, but few are feeling its impact as strongly as retail.

ChatGPT unleashed AI to the masses. Though artificial intelligence and machine learning are not new, in the last few months generative AI like ChatGPT and others moved out of the IT lab and onto consumer devices to become available to anyone with a use case and sense of adventure.
 

2022 was a challenging year. While technology companies struggled to retain talent and grow their business without breaking the bank, high-tech brands were looking ahead to the new year and sizing up the challenges and opportunities 2023 will bring.

Over the years I have followed the development of Artificial Intelligence (AI) with some interest. Back when I was actually developing software myself it was quite a scientific interest - what will be possible and when?

Customer service is demanding. On average a contact centre associate needs to handle complex applications, urgent customer needs, and all the manual inefficiencies that come with service inquiries. They need the right tools for the job.

Black Friday (plus Cyber Monday and the many weeks before and after) will be different this holiday season. Retailers will face customers supercharged by digital centricity who are fighting product shortages, higher prices, busy schedules, and holiday craziness.

As brands strive to offer optimal employee experiences, which in turn lead to better customer experiences, automation is one of the most valuable weapons in their arsenal.