GPT-3 (Generative Pre-trained Transformer 3), third-generation GPT is a big deal. But what exactly is it, and how can it help your enterprise contact center?
Enterprise-ready answer engines can connect disparate internal knowledge sources (ticketing systems, social, knowledge bases, Learning Management Systems, Project Management tools, etc.) to create real-time answers for contact centers, operations, sales, and IT teams. This allows enterprises to improve customer satisfaction scores, lower customer resolution time, and increase utilization/productivity. This frees enterprise teams to focus on solving problems rather than looking for answers. These enterprise engines can grab information from internal and external sources and index it for rapid access.
In essence, GPT can help customers quickly get the correct information and resources when interacting with a contact center and enable agents to provide more efficient, personalized customer service. Enterprises can use GPT algorithms to assess data from customers' past interactions with the contact center, identify patterns, and then segment customers into relevant categories. This allows companies to tailor their customer service experience to meet the needs of each customer.
With GPT, agents don't need to spend hours learning about specific services or products; instead, they can quickly get up to speed and jump right into activities such as guiding customers down their customer journey or resolving customer pain points. GPT offers many benefits to enterprise contact centers, such as:
- shorter training times for new agents
- smarter agents (accessibility to deeper institutional knowledge).
- higher first-call resolution rates
- improved customer satisfaction scores
- reduction in agent turnover rates
In conclusion, GPT-driven solutions can be a game-changer to the modern enterprise contact center. It can help your agents or salespeople become more efficient, reduce customer wait times, tap into internal knowledge, and improve overall customer satisfaction. However, evaluating and piloting the specific GPT-driven solution before investing in it is essential.
Arvin Chaudhary is a technology services curator and the President of Nadicent Technologies. With a passion for AI and CX technologies, he has dedicated his career to helping organizations succeed by adopting innovative solutions. As a seasoned professional with over a decade of experience in the tech industry, Arvin is committed to staying ahead of the curve and guiding companies toward solutions that drive customer success