technologies still rely on simple
scripts and pre-programmed generic responses, which do not add value to the conversation. GPT- is uniquely positioned to supplement or even supplant certain aspects of existing internal chat technologies while improving overall efficiency.
This makes it a highly valuable
tool for customers and RCS Database employees alike (see chart). COMPARISON OF TECHNOLOGIES COMPARISON OF TECHNOLOGIES SOURCE: THE NORTHRIDGE GROUP Q: What types of customer interactions: BB or BC, will ChatGPT provide th
e most benefits or conversely
the least and why? I do not think there will be a huge difference in the way ChatGPT will handle BB and BC customer interactions, so the benefits it brings to contact center interactions for both customer types will be similar.
GPT-’s responses will be highly
dependent on the type of interactions it is Your Ticket to Toll-Free Convenience (It’s Not a Local exposed to. It will be good at responding to simple interactions but will be less capable of offering appropriate responses to emotional issues that require the more nuanced understanding that only human agents can provide. Both BB and BC contact centers handle a full range of simple and complex
issues, so I anticipate that
contact center interactions for both customer types will benefit equally from GPT- Q: Do you think, then, that ChatGPT/GPT- could revolutionize the contact center industry, given the challenges like ensuring a high quality competitive CX and coping with staffing shortages? Or do you see it more like an evolutionary move? GPT- has the capacity to revolutionize the contact center industry,
