AI and Chatbots “Customers of all shapes and sizes want self-service. For a human being to tell me more about packages or resetting my password, just automate that. If you don’t give them that option, if you force them to wait and talk to a human, you are going to lose customers, because people are saying that this is important to them,” said AVANT’s Wilford. Until recently, adding self-service chatbots was no simple task. Conversational analysts, data scientists, machine learning engineers and developers might be needed for such solutions only a few years ago. Vendors have been augmenting and integrating these technologies into CCaaS platforms so they are more straightforward to implement. “We want to implement technologies like conversational AI that work natively out of the box, that don’t need six months or a year of training or coaching to make them effective,” said Adam Hiatt, Dialpad Sales Engineer. “We’re able to build it right on top of our existing contact center technology, allowing our customers to engage with their providers on the website, and have that experience driven by a conversational AI experience that delivers on that out of the box,” according to Hiatt. “If you look at the industry average, only 2% to 3% of the calls that are coming through the contact center are ever monitored,” said Observe.AI Director of Channels, Rob Fish. With AI, companies have “100% visibility into every interaction that comes through that call center. And your data set is that much stronger that you can utilize to make a better business outcome” Fish noted. ChatGPT in the contact center ChatGPT is a chatbot powered by the GPT-4 large language model from OpenAI, a San Francisco-based AI company. One of the most common uses of ChatGPT by CCaaS vendors is for call summaries. ChatGPT can take the call transcription and return a summary that is attached to the call record. Copyright © 2023 AVANT Communications, Inc. CCaaS 6-12 Report | 11