Remember the dawn of the iPhone? In a matter of months, hundreds – if not thousands – of products became almost obsolete.
Physical dictionaries, notepads, mp3 players, calendars, maps, pagers, and satnavs are just a few of the many products it replaced.
After working with GPT for the last "two to three months," Ben Rigby, SVP, Global Head of Product & Engineering: AI, Automation & Workforce at Talkdesk, believes it has similar potential in reimagining many of today’s technologies.
"In one fell swoop, it will wipe out much of what has come before it," he said. “It’s just a matter of time.”
Where will it make its presence felt first in the contact center? Conversational analytics and virtual agents (VAs).
ChatGPT Reimagines Conversational Analytics & VAs
Organizations that use AI in their contact center have spent years training natural language processing (NLP) models to assess their customers' intent, sentiment, phrasing, and much more. By doing so, they can create more personalized experiences for their customers.
GPT wipes away much of that model building and training. Why? Because it doesn’t need to be trained.
“You can ask GPT to extract intents and entities, give it a paragraph, give it a transcript, and it extracts them all out,” said Rigby.
“We spent hundreds of hours engineering this kind of stuff, GPT just does it all out of the box.”
The SVP also explained how GPT can assist a worker in finding the key data points within a haystack of words, likening the GPT-enhanced process to a "cakewalk."
Additionally, GPT can help with custom data charting, graphing, trending, routing, auto-call summarization, and more.
Rigby also noted that for the past 15 years, companies like Talkdesk have developed custom AI models for these use cases. "You can still use your old custom models, but GPT is likely to do it as well or better," he added.
Recognizing this, Talkdesk has just launched call summarization, which integrates GPT services into its NLP systems. This feature automates post-call processing for agents, harnessing the generative AI solution’s capability to summarize and classify conversation transcripts.
Yet, the go-forward plan expands far beyond such a use case and into the realms of conversational AI and automated customer support.
Excited by this opportunity, Rigby added:
“We have an existing product where virtual agents handle calls automatically, and we're wrapping in GPT features into that ecosystem.”
With these advancements in conversational analytics, Talkdesk plans to also supercharge more of its agent-assist, performance management, and employee collaboration tools.
By reacting to the advent of this powerful generative AI with such speed, Talkdesk may cement its leader status within the contact center space, which the 2022 Gartner Magic Quadrant underlines.
