‘Death’ of the Contact Center Agent?
Not to be left out, Google will soon launch its experimental AI service. By late March, Google will announce the incorporation of Bard — powered by LaMDA — into the contact center space.
Specifically, Google Cloud partners with UJET, the company that provides ongoing development of the tech giant’s Contact Center AI solution. UJET is keeping mum until next month about Bard’s integration into its contact center technology. However, the company did answer questions about the broader implications of generative AI for that industry.
“It seems like a whole new thing just got created overnight and everybody’s interested it,” said Vasili Triant, chief operating officer at UJET. “Frankly, it’s kind of fun to see, but the reality is, for customer service applications, ChatGPT itself is way too early.”
[MIT Technology Review gets into a decades-long history of how we arrived at ChatGPT.]
Yet, contact center companies are pushing forward. In three to five years, customers will be able to have complete conversations with AI-backed chatbots. This mostly erases the need for contact center agents in their current capacity, Triant said. But this won’t be the “death” of the contact center agent.
