I’ve always been a HUGE Trekkie (Next Generation all the way!), and when generative AI exploded onto the scene, I was like, “No way!” It felt like sci-fi was suddenly bleeding into reality, which is insanely cool.
But along with the mind-blowing awe, I couldn’t help but think, “How can CX experts harness this power to boost contact center performance?”
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As an AI expert in the customer experience industry, I’ve been working for a long time on ways to turn customer conversations into insights that can be leveraged to improve customer care operations and effectiveness.
I have to admit, I had mixed feelings about the impact of gen AI in the contact center space. Sure, generative AI was part of a new generation of chatbots that could truly help handle more calls and boost efficiency. But I wasn’t convinced it could really be a game changer when it comes to digging deep into customer conversations and providing the insights needed to make a real difference in performance.
So I wanted to share some thoughts as to what to expect from using gen AI to improve contact center operations.
I hope this will give CX specialists a better understanding of what could be done with this technology, and where other tools and technologies will be needed to achieve their performance optimization objectives.
How Gen AI Can Enhance Contact Center Operations
Analyzing customer conversations is a complex task. Conversations are notoriously known as being noisy, unstructured, and unlike open-ended survey responses or reviews, they often lack a clear focus and can meander through a range of topics.
Before, getting useful info from customer calls or support tickets was tough. Former AI methods, whether simple keyword searches or complex non-generative deep learning models, struggled to sift through the noise and give businesses clear insights to improve.
So in that regard, generative AI has done a remarkable job cutting through the noise and creating awesome summaries to make it easy to find common themes in customer conversations. However, it can’t quite crunch numbers and give us the kind of juicy insights that dedicated analytics platforms can. And this is where the difference between a technology and a solution becomes important.
Think of it this way: ChatGPT or other competitors can tell you that “customers are generally happy with our new product.” But a feedback platform can tell you that “83% of customers rated the new product 4 stars or higher, with a 15% increase in positive sentiment compared to last quarter.” See the difference? Hard data is key!
How do we make the most of generative AI to make data-driven decisions? By seeking a conversational analytics platform that embraces gen AI! That’s where the real magic happens.
Learn more about Keatext and QuestionPro and how our partnership unlocks the power of gen AI to create truly human-centric experiences.
