Transcosmos Inc. recently announced its collaboration with OpenAI in developing and providing advanced digital customer touchpoints throughout the customer journey through TCI-DX Service (*1). The company plans to utilize ChatGPT, an AI chatbot that can access and summarize large amounts of data to engage in a conversational manner with customers.
ChatGPT is an outstanding natural language AI chatbot developed by OpenAI that was released to the public on November 30, 2022. Its latest version GPT-4, released in March 2023, can capture and analyze data to simulate a more human-like user dialogue. However, ChatGPT demands specific knowledge to understand certain queries and there are several procedures and safeguards that need to be taken into account when integrating it into a system or service.
Transcosmos plans on capitalizing on its expertise by connecting its proprietary developed API – DEC Connect – with ChatGPT and thereby developing a system that uses AI chatbot technology to answer queries while offering support from contact centers whenever necessary. This would increase productivity threefold compared to standard call-based services and significantly improve customer experience.
When utilizing DEC Connect, companies have the possibility to combine data from communication platforms like LINE with their own customer information, purchase history and website logs to streamline operations and enhance CX.
Transcosmos Inc. is a renowned international corporation established in 1966, currently managing 7,000 dedicated workstations for chat services. Their operations focus on providing technology, solutions, and services for customers all across the globe. As part of their mission to take customer experience to the next level and, help companies to be more competitive, they have taken the decision to join forces with OpenAI in order to customize ChatGPT and provide advanced digital services powered by AI.
As the driving force behind Transcosmos, Hiroo Saito is an Executive Vice President of the company and its CTO who has led a number of projects related to digital business services, including the development of DEC Connect. Under his leadership and through the collaboration with OpenAI, Transcosmos will continue to develop innovative solutions and services to support companies with the complexities of digital transformation.
