As customer expectations increase and companies are feeling under pressure to adapt their contact centers to more automation, many organizations are looking to enhance their customer experience while at the same time introducing greater efficiencies and cost-effectiveness to the process. In many cases, they are turning to artificial intelligence (AI) capabilities to do so. The goal is to improve the agent and customer experiences while cutting down on time-consuming manual tasks.
To help clients accomplish this automation, communications automation platform provider IntelePeer announced that SmartAgent, its digital solution for contact centers, will now leverage ChatGPT and eventually other generative AI technologies along with its suite of built-in solutions, like IBM Watson, Google Dialogflow and AWS Lex, to help businesses enhance their customer experience and reap the rewards of better automation.
By integrating ChatGPT into its SmartAgent offering, IntelePeer says it will empower companies to reduce the cost of labor for contact centers through hyper-automation while allowing agents to focus on higher value, revenue-generating customer care tasks.
“The infusion of ChatGPT into the contact center environment is truly a watershed moment for the industry, and we are thrilled to be at the forefront of this exciting new approach,” said Frank Fawzi, CEO of IntelePeer, in a statement. “Our SmartAgent offering, with its simplified pricing and advanced feature sets, including AI, analytics and omnichannel orchestration, will become even more powerful with the addition of generative AI tools like ChatGPT. Moreover, our implementation of this technology into our customer service solutions is a critical element of IntelePeer’s larger transition to a communications automation provider.”
With SmartAgent’s conversational AI, businesses can also transcribe all their call and messaging exchanges across channels, driving more business insights and pinpointing the reasons behind customer inquiries. Transcribing these customer interactions will allow organizations to provide ideal training environments for ChatGPT, helping it analyze past conversations, identify common issues, and suggest improvements to the conversational AI’s responses, all while maintaining customer data privacy and security, said the company.
Edited by
Greg Tavarez
