Ways to Use ChatGPT for Customer Service
Now that we’ve all seen what ChatGPT can do, it’s natural to begin casting about for ways to put it to work. An obvious place where a generative AI language model can be used is in contact centers,...
View ArticleContact Center Managers: What Do LLMs Mean For You?
Whether it’s quantum computing, the blockchain, or generative AI, whenever a promising new technology emerges, forward-thinking people begin looking for a way to use it. And this is a completely...
View ArticleCurrent Large Language Models and How They Compare
From ChatGPT and Bard to BLOOM and Claude, there is now a veritable ocean of different large language models (LLMs) for you to choose from. Some of them are specialized for specific use cases, some are...
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The Pros and Cons of Using ChatGPT: Agents vs. Customers
If you’re a contact center manager who has been impressed with ChatGPT and everything it makes possible, a natural follow-up question is where you should deploy it. On the one hand, you could use it...
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How Can AI Make Agents More Efficient?
From the invention of writing to quantum computing, emerging technologies have always had a profound impact on the way we work. New tools mean new products and services, new organizational structures,...
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How Do You Train Your Agents in a ChatGPT World?
There’s long been an interest in using AI for educational purposes. Technologist Danny Hillis has spent decades dreaming of a digital “Aristotle” that would teach everyone in the way that the original...
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The Ongoing Management of an LLM Assistant
Technologies like large language models (LLMs) are amazing at rapidly generating polite text that helps solve a problem or answer a question, so they’re a great fit for the work done at contact...
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Understanding the Risk of ChatGPT: What you Should Know
OpenAI’s ChatGPT burst onto the scene less than a year ago and has already seen use in marketing, education, software development, and at least a dozen other industries. Of particular interest to us is...
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4 Benefits of Using Generative AI to Improve Customer Experiences
Generative AI has captured the popular imagination and is already changing the way contact centers work. One area in which it has enormous potential is also one that tends to be top of mind for contact...
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What is Sentiment Analysis? – Ultimate Guide
A person only reaches out to a contact center when they’re having an issue. They can’t get a product to work the way they need it to, for example, or they’ve been locked out of their account. The...
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What are the Biggest Questions About AI?
The term “artificial intelligence” was coined at the famous Dartmouth Conference in 1956, put on by luminaries like John McCarthy, Marvin Minsky, and Claude Shannon, among others. These organizers...
View ArticleReinforcement Learning from Human Feedback
ChatGPT – and other large language models like it – are already transforming education, healthcare, software engineering, and the work being done in contact centers. We’ve written extensively about how...
View ArticleMoving from Natural Language Understanding (NLU) to Customer-Facing AI...
There can no longer be any doubt that large language models and generative AI more broadly are going to have a real impact on many industries. Though we’re still in the preliminary stages of working...
View ArticleGenerative AI Privacy Concerns – Your Guide to the Current Landscape
Generative AI, such as the large language model (LLM) ChatGPT and the image-generation tool DALL-E, are already having a major impact in places like marketing firms and contact centers. With their...
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Top 7 AI Trends For 2024
The end of the year is generally a time that prompts reflection about the past. But as a forward-thinking organization, we’re going to use this period instead to think about the future. Specifically,...
View ArticleWhat is an AI Assistant for Retail?
Over the past few months, we’ve had a lot to say about artificial intelligence, its new frontiers, and the ways in which it is changing the customer service industry. A natural extension of this...
View ArticleHow Scoped AI Ensures Safety in Customer Service
AI chat applications powered by Large Language Models (LLMs) have helped us reimagine what is possible in a new generation of AI computing. Along with this excitement, there is also a fair share of...
View ArticleAI in Retail: 5 Ways Retailers Are Using AI Assistants
Businesses have always turned to the latest and greatest technology to better serve their customers, and retail is no different. From early credit card payment systems to the latest in online...
View Article4 Benefits of Using AI Assistants in the Retail Industry
Artificial intelligence (AI) has been making remarkable strides in recent months. Owing to the release of ChatGPT in November of 2022, a huge amount of attention has been on large language models, but...
View ArticleTop 5 Benefits of AI for Hospitality
As an industry, hospitality is aimed squarely at meeting customer needs. Whether it’s a businesswoman staying in 5-star resorts or a mother of three getting a quiet weekend to herself, the job of the...
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