According to Mike Burkland
, Chairman and CEO of Five, “these new AI-powered offerings demonstrate Five’s commitment to continuous AI innovation, which is critical to the company’s growth. The company’s AI and automation portfolio includes speech analytics,
workflow automation,
and IVA solutions.” ChatGPT is expected to play a significant role in fueling further AI innovation at Five Its large language models offer quick wins in custom data charting, trending, and routing, as well as potential game-changing opportunities.
GENESYS Genesys is currently
beta-testing generative AI on its Cloud CX platform Moj Database for various use cases. These include new agent-assist capabilities, such as summarization, which provides automatically generated summaries for agents to accelerate their work during wrap-up time following a voice call or a digital interaction. Other companies will likely follow suit but are proceeding with caution.
GPT-’s knowledge base and languag
e processing capabilities far outpace other Numbers: Busting Myths and Unveiling Toll-Free Convenience technology on the market, but it still has limitations. Its responses, while remarkably accurate and convincingly human, are based on the dataset it is trained on, and they are not necessarily based o
n the truth or the latest
information. While contact center executives are excited about the possibilities of deploying this advanced level of AI for their chatbot solutions, some are concerned that overreliance on such AI models could result in their contact centers unknowingly delivering incorrect information to customers.
