How GenAI and live agents work together in the modern contact center, 8×8 Podcast

Telecom Reseller / Technology Reseller News

Contact Center and GenAI Many of 8x8’s customers, and organizations in general, are trying to understand how to effectively implement AI, while still ensuring everything is safe and ethical. For many who have experimented with publicly available generative AI platforms, such as OpenAI, the results can be mixed or questionable. This is why it’s so important for organizations building generative AI engines to ensure the instructions, or prompts, for the creation of content or a graphic are clear and carefully managed to avoid embarrassing or incorrect automated AI responses. In the contact center, the combination of generative AI and conversational AI often leads to better results as conversational AI is far more advanced in its readiness for contact center applications in terms of bounded responses and identifying the intent of the caller or user. However, we always recommend that organizations carefully examine the construction of the prompts used with generative AI in conjunction with conversational AI, allowing the organization to leverage AI while using a limited set of carefully worded instructions and user-provided data and documents that create boundaries around what the generative AI will introduce into the customer conversation. This will lead to better support, information, and an overall better experience for both customers and contact center agents. 8x8’s Products 8x8 Intelligent Customer Assistant Is a powerful, user-friendly conversational AI solution that enables businesses to create instant, effortless, and engaging self-service digital and voice experiences. 8x8 Intelligent Customer Assistant now supports human-like voice as well as digital interactions across multiple channels, regions, and languages to deliver automation and personalized experiences at scale. The 8x8 Technology Partner Ecosystem is a program that allows customer-first organizations to enhance customer experience by deeply embedding cutting-edge technologies, including leading artificial intelligence (AI) capabilities, into the 8x8 platform with persistent data to enhance business intelligence, insights, and analytics. The 8x8 Technology Partner Ecosystem transforms customer experience and engagement by democratizing seamless, next-generation, native integrations for organizations of all sizes without requiring complex, custom development or exorbitant overhead costs that have traditionally only been feasible for the largest enterprises. 8x8 Engage is an AI-powered, tailored solution that enables cross-organization customer engagement for enhanced customer experiences, fostering loyalty and driving business success. Intentionally engineered to address the distinct needs of customer-facing employees outside of the contact center, who may need to be mobile when handling customer interactions, 8x8 Engage bridges an organization’s CX journey gaps and empowers this underserved user base with the right-fit tools and capabilities for delivering consistent, successful outcomes. About 8x8 8x8 is a leading provider of integrated contact center, voice communications, video, chat, and SMS solutions built on one global cloud platform. 8x8 uniquely eliminates the silos across the entire organization to power the communications and customer engagement requirements of all employees globally as they work together to deliver differentiated customer experiences.