Summary:
The CEOs of NLX, Voiceflow, and WillowTree share their thoughts on the current state and future of generative AI in contact centers. In Q1 2023, there were conversations about understanding the technology and its potential applications in the enterprise. Now, in the fall of 2023, the focus has shifted to how to take generative AI from proof of concept to production and embed it within workflows and customer experiences. Contact centers are cautious about the risks associated with generative AI, such as privacy, copyright, and security concerns. While contact centers are pushing forward with generative AI, they prefer to stay within safe areas that are low risk or keep humans in control. The use of generative AI as a human support mechanism is currently more prevalent than full automation in contact centers.
Introduction:
The CEOs of NLX, Voiceflow, and WillowTree provide insights into the state of generative AI in contact centers. There has been a shift in the conversations surrounding generative AI from understanding the technology to developing real use cases within the enterprise. While there is excitement about the potential of generative AI, contact centers are also cautious about the risks and are adopting a realistic, corporate-like approach to production roll-out.
Main Points:
1. The conversation around generative AI has shifted from understanding the technology to developing proof of concepts and taking them to production.
2. Contact centers are cautious about the risks associated with generative AI, including privacy, copyright, and security concerns.
3. Generative AI is being used in contact centers as a human support mechanism, rather than for full automation.
4. There is a focus on use cases that support agents and improve customer experiences, such as generative knowledge bases and analyzing call center transcripts.
Conclusion:
Contact centers are becoming more serious about developing use cases for generative AI that can be rolled out into production. However, they are also mindful of the risks associated with the technology. Generative AI is currently being used as a human support mechanism in contact centers, with a focus on improving agent assistance and customer experiences. As the technology continues to improve and trust grows, there is an expectation that generative AI will penetrate further into the business.