There’s a lot of interest and excitement around generative AI in the contact center. It appears that generative AI is poised to remake the contact center in 2024. There’s a lot of things that will change regarding customer service, including roles, reporting, onboarding, and even customer expectations. But I’m not convinced this impending generative AI revolution will actually improve customer satisfaction (CSAT).
Generative AI refers to a broad set of AI capabilities powered by large language models (LLMs). They offer a more human-like conversational experience than prior bots, but this tech is about more than bots. Without doubt it will clearly have a significant impact on the contact center. For example, generative AI will likely reduce the training times necessary for new agents.
