#contactcenterworld
New Delhi, India, Mar, 2023 - On 22 February, Jio Platforms-owned conversational artificial intelligence (AI) startup, Haptik, announced that it will integrate the underlying language model behind ChatGPT, the natural language text-generating AI tool made by Microsoft-backed OpenAI, into its services.
Firms, however, remain cautious in adopting the technology due to several reasons. Experts feel that the AI is still in early stages of development, and the fact that it can still generate incoherent and insensitive answers is a drawback, as is the fact that the platform itself needs to be localized for Indian languages and use cases.
On 6 February, Bengaluru-based fintech platform Velocity announced the rollout of a chatbot on WhatsApp, with ChatGPT integrated in its backend. Through the chatbot, Velocity’s users will get access to their business data laid out in simplified and conversational formats, as well as recommendations on sourcing supplies or analyzing go-to markets.
"While the tool presents plenty of promise, it is true that ChatGPT itself is presently a work in progress. So, any user will need to initially vet the responses offered by the chatbot separately, which could be an initial hindrance in adoption of the technology," said Abhiroop Medhekar, chief executive at Velocity.
It is this that analysts and industry stakeholders expect will pose a contradictory roadblock towards the adoption of generative AI platforms.
"What many companies still need to work out is how to operationalize generative AI tools in a business environment, with consistency and governance. A more complete end-to-end conversational AI solution is needed for businesses to communicate with their end-users, and have an influence on the bottomline," said Pamela Kundu, senior director at US-headquartered enterprise automation platform, UiPath.
Sanjeev Menon, co-founder and head of technology at Pune-based enterprise automation startups, E42, said among the host of challenges that businesses are facing is the difficulty in customizing ChatGPT deployments for their own data sets.
"When an enterprise’s database is brought in, the data volume would not be large enough to contextually differ the way ChatGPT works and is trained as — its own data sets are simply too large for any company to easily replicate. This will not only be expensive, but also an extremely massive affair. In turn, this makes it difficult for a business to customize a contextual chat environment," he said.
"The biggest threat from ChatGPT at the moment is that it can produce inaccurate and insensitive responses, which are contextually correct but semantically irrelevant," he added.
Alongside operational challenges, companies will also need to evaluate the security aspect of deploying such language models. Bern Elliot, vice-president and analyst at Gartner, said one of the biggest challenges could be exposure of intellectual property and sensitive material.
"It is important to understand that ChatGPT is built without any real corporate privacy governance, which leaves all the data that it collects and is fed without any safeguard. This would make it challenging for organizations such as media, or even pharmaceuticals, since deploying GPT models in their chatbots will leave them with no safeguard in terms of privacy. A future version of ChatGPT, backed by Microsoft through its Azure platform, which could be offered to businesses for integration, could be a safer bet in the near future," Elliot added.
Industry stakeholders agree that most businesses experimenting with ChatGPT are not looking at returns on investments (RoIs) currently, since true real-world enterprise use cases are yet to be built.
"To deliver high degrees of automation and subsequently RoIs, conversational AI solutions need to support back-end systems like contact centre platforms, payment gateways and customer relationship management platforms. In terms of business adoption, we are still far away from a generative AI tool that can eventually complete a full transaction," UiPath’s Kundu added.
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.livemint.com
About Haptik:
Haptik is a smartphone app to chat with company experts for support, information, and anything else.
Published: Thursday, March 2, 2023
| 1.) |  CardBoard CardBoard: Real-time data, shows the most important KPI’s in your Contact Center. Built for data | Designed for business | Empowers teams |
| 6.) |  CallFinder speech analytics CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience. With CallFinder, you get… 100% visibility into agent-customer interactions 100% monitoring of interactions, up from only 5-10% Scalability of QA reviews with the same size QA team CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic... (read more) |
| 7.) |  CCube for Business Intelligence CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect... (read more) |
| 8.) |  Consilium UniInsight™ The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op... (read more) |
| 10.) |  Daisee Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-... (read more) |
| 11.) |  DialogAnalytics™ Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more. AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away. With DialogAnalytics, you can get a... (read more) |
| 12.) |  eGain Analytics eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively. 1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement. 2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications. 3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications. 4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre... (read more) |
| 16.) |  MiaRec Voice Analytics A powerful new addition to our Customer Engagement Suite, MiaRec Voice Analytics provides a complete quality management solution that records, monitors, organizes, and scores your customer interactions. MiaRec Voice Analytics humanizes your data, empowering you to make real decisions about your customer service operation. Unlock the needs, wants, and concerns of your customer base while upskilling your staff, identifying service gaps, and tackling compliance. Our Voice Analytics solution produces a detailed picture of your call center, highlights the topics you want to see, and helps you get ahead of disputes, reverse churn, and seize emerging business opportunities. With a fast and low l... (read more)   |
| 18.) |  VIEW With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack. Features: *OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status *Comprehensive audit across the enterprise, it only takes 10 minute *Provides a view in to the data accuracy of agent profiles across multiple applications *Drastically speeds up audit and validation processes *Validates actions to implement for profile data integrity issues across multiple applications *Can also assist in ensuring access level compliance... (read more) |
| 19.) |  CXi - Customer Experience Insights Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned. CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement. Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi... (read more)  |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall