The Technological Transformation of Contact Centers: How Generative AI is Changing the Game

The contact center business is undergoing a massive technological transformation with the rise of large language models (LLMs) and generative AI. This shift has been accelerated by the launch of ChatGPT, which has opened the floodgates for conversational and generative AI development in the industry.

In the past, companies were already tapping into APIs from OpenAI, AWS Alexa, and Google Assistant to build conversational AI systems. However, the momentum behind this technology was stalling until COVID hit, forcing companies to get creative with customer calls and lean on conversational AI to enhance the customer experience.

With the launch of ChatGPT, contact center operators now have the means to reinvent their business models around conversational AI and achieve significant returns. Companies like Walmart, Walgreens, Capital One, and Cathay Pacific are already navigating this new era of generative AI and will be sharing their insights at the upcoming VOICE & AI conference.

Attendees at the conference will include developers, conversation designers, product leaders, and marketers who are all trying to figure out the best approach for utilizing generative AI technologies to upgrade their tech stacks. The conference will provide a platform for sharing ideas and discussing the benefits and risks of incorporating LLMs and generative AI into different types of businesses.

Overall, the contact center industry is on the cusp of a major transformation, and enterprises are still figuring out how to incorporate generative AI into their operations. The VOICE & AI conference will be a crucial event for industry professionals to learn, share, and collaborate on the future of conversational AI in the contact center business.