The Role of ChatGPT in Enhancing Assisted Responses

In the second webinar of our AI series, we explored how Generative AI such as ChatGPT can enhance the functionality of your voice IVR, enabling more effective customer conversations. In particular, we focused on Assisted Responses, which is best described as The act of having generative AI listen to customer conversations in real-time and proactively make recommendations to the agent on how they should respond, including the generation of custom responses and actions by the AI tool.

Hosted by Natterbox President and CSO Chris Martin, CPO Jamie Cooper, and Product Manager James Radford, we looked at some of the background and also the practical applications for AI in this area:

Generative AI is one of the hottest topics at the moment, with research showing that it is driving significant waves across corporate use cases, in particular, Customer Operations such as customer service and sales have been identified as the area where it could have one the largest impacts. 

Perhaps some of the main areas for development and the most practical uses for AI in terms of assisted responses might be:

• Personalized Responses
  AI crafts personalized responses to a customer query based on the conversation and data from the client’s CRM system.

• Knowledge Base Recommendations
  AI identifies documents and information from a company’s knowledge base that can address customer concerns.

• Follow Up Orchestration
  AI recommends personalized follow-up actions across preferred channels based on customer conversation.

If you missed the live session or just want a recap, the webinar recording on the “Role of AI in Assisted Responses” delves deeper into these exciting topics, providing real-world examples and tips for how you can make the best use of AI. 

Stay tuned for future episodes, as we explore the role of AI as it relates to Salesforce administration and predictive customer service!