ChatGPT, an app that has revolutionized the way humans interact with artificial intelligence (AI), is transforming how businesses handle customer service. Customer service centers can now integrate ChatGPT’s advanced communication skills with business-specific systems like internal knowledge bases and CRM. This is enabling contact centers to use large language models (LLMs) to resolve customer queries end-to-end at the same level as humans.
LLMs are being trained on massive sets of public data, which makes them well-suited for customer service. They can understand the natural language used by callers and provide accurate responses, leading to better resolution rates and shorter call times. LLMs can also be integrated into existing automation platforms, improving their ability to understand unstructured conversations while reducing errors.
Contact centers using LLM-enhanced automation can achieve three major goals: resolving customer issues on the first ring, reducing costs, and lessening the load on agents. This results in cost savings, with predictions that AI deployment will reduce customer service costs by more than $80 billion by 2026.
Although LLMs are impressive, they often provide inappropriate responses or hallucinations. This is why businesses cannot directly connect LLMs like ChatGPT with customers. Existing AI platforms like Dialpad, Replicant, and Five9 provide contact centers with a way to harness the power of LLMs while minimizing risks. These solutions are compliant with regulations like SOC2, HIPAA, and PCI, and customers’ personal information is fully protected.
Overall, the rise of LLMs is making AI a central talking point in every boardroom trying to earn back customer loyalty. With customer expectations rising, businesses have more technology solutions than ever before to evaluate. While AI deployments in customer service may seem overdue to early adopters, in reality, the timing is perfect. Customer service, which has had consistently low satisfaction ratings due to agent shortages and rising demand, is set to be the biggest winner in this technology revolution.
