A brand’s approach to customer service is a make-or-break opportunity in developing lifetime customer loyalty, but the flood of inquiries inundating contact centers since the pandemic has left brands struggling to keep up with the pace of issues across channels. In fact, addressing agent burnout is a top two priority for contact center executives. While AI-powered chatbots and Interactive Voice Response (IVR) technologies have helped contact centers scale with customer self-service models, complex issues compound the demands on agents.
The advancements in AI with Large Language Models (LLMs) like OpenAI’s GPT technology are going to revolutionize customer service and redefine the modern contact center.
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