Generative AI and Chatbots for Customer Contact
June 06 - 08, 2023
| 12PM ET
Day 1: Tuesday, June 6th
Day 1 of Online Event: Chatbots and Generative AI
12:00 pm - 12:30 pm
ChatGPT 101: Breaking Down all Things ChatGPT
Brian Cantor -
Principal Analyst, CCW Digital Director,
CCW Digital
Brooke Lynch - Deputy Divisional Director and Principal Analyst, CCW Digital
ChatGPT is an AI-powered chatbot that uses natural language processing to generate conversations based on user questions and prompts. The technology allows users to provide specific prompts and answers with in-depth insight on almost any topic.
This is not your typical one-track chatbot — ChatGPT can respond with answers to legal questions, generate and explain code and even pass a final exam at the Wharton School. The technology has high caliber capabilities and its being considered an influential new tool akin to the iPhone and Google search.
Join the CCW Analyst team as they lead a ChatGPT crash course. They will discuss:
- ChatGPT and CX
- An overview of how the technology works and what it's currently being used for
- Use cases for future implementation
12:30 pm - 1:00 pm
LLMs for Enterprise CX/CS Leaders: Chatbots Best Practices and Emerging Use Cases
Max Davish -
Head of Conversational AI,
Yext
For years, chatbots have fallen short of their initial promise to improve customer experience and save businesses both time and money through automation. Tedious to set up, difficult to integrate with existing systems, and—worst of all—often struggling to answer user questions, many organizations have often wondered if chatbots are worth the hassle.
But large language models (LLMs) like GPT-3 have changed this, offering a new and fundamentally improved way to build chatbots. These AI models are radically smarter and more powerful than anything that came before, but make no mistake—using them in real business settings isn’t easy. Businesses need to be able to ensure what these models say and do while also seamlessly integrating with the rest of the company’s digital experience tech.
Attend to learn:
· How to unlock operational efficiencies with LLM-powered Chat
· How to avoid chat "hallucinations"
· What you need to make enterprise-grade chat successful
· How to make customer support more proactive through automatic help article creation and content gap analysis
· And so much more
Sponsored by: Yext
1:00 pm - 1:30 pm
ChatGPT and the Agent Experience: Delivering Better Interactions with AI
Adam Settle -
Chief Product Officer,
SharpenCX
The agent experience is complex; agents are navigating high pressure situations, deescalating frustrated customers and working to find real-time solutions. At a time when agents are taking on more than ever before, companies are working to implement solutions that can better support their experience and empower them to deliver better interactions.
ChatGPT and generative AI offer a potential solution for these escalating challenges. Offering agents instant insight and real-time support, generative AI tools may just be the solution that transforms the agent experience for good.
Join us as we break down:
- The top use cases for generative AI in the contact center
- A look into the future of CX and natural language processing
- The new role of the agent amid evolving AI
Sponsored by: SharpenCX
