Empowering Contact Centre Agents With Gen AI

Large language models can be embedded in "agent-assist" applications that provide real-time coaching and insights to staff. This means that agents will have access to the most up-to-date information, enabling them to respond faster and more accurately to inquiries.

Generative AI algorithms also offer a valuable solution for summarising complex information within the contact center knowledge-base. This capability becomes especially advantageous when addressing complex products and nuanced inquiries, which lead to customers experiencing extended wait times while agents consult the knowledge-base.

We can also apply Generative AI to understand customer sentiment from the beginning to the end of each conversation. This information will enable us to make data-driven decisions and continuously improve quality of service.

By partially automating the contact centre interactions with a human in the loop, we can unlock a new level of excellence in customer interactions.