Ozonetel enhances contact centers with ChatGPT
HYDERABAD, INDIA — Cloud communication provider Ozonetel is transforming customer experience (CX) in contact centers by incorporating generative artificial intelligence (AI) technology, like ChatGPT, into a suite of intelligent solutions.
The ChatGPT-enabled contact centers will feature:
- Quality Audits. ChatGPT allows for 100% call monitoring, eliminating random sampling and manual errors and providing real-time insights on conversational intent and customer sentiment.
- Conversational Intelligence. Agents are empowered with real-time insights from millions of customer interactions, enabling them to navigate complex issues and deliver exceptional customer experiences.
- Voice and Chatbots. ChatGPT-powered voice bots and chatbots offer accurate, contextual, and human-like conversations, automating repetitive tasks and common queries at scale.
- Neural Search Knowledge Base. ChatGPT provides agents with precise and contextual information quickly and at scale, using contextual-based search for higher accuracy.
Integrating ChatGPT into contact centers brings numerous benefits, including improved agent performance evaluation, automation of repetitive tasks, efficient call routing, precise information retrieval, and exceptional customer experience.
However, it’s important to note that ChatGPT is not perfect and still has some limitations, such as generating inaccurate or fabricated information. Ozonetel is working to integrate ChatGPT to maximize its benefits while minimizing potential issues.
Agents can focus on complex issues while the system handles repetitive tasks, saving time and effort. Real-time intent identification also streamlines call routing to the right agents.
