Content Guru has integrated new generative AI services and support for OpenAI’s GPT-4 and Google’s PaLM2 into its ‘brain’ AI portfolio.
Companies can deploy brain as an AI orchestration layer to gain access to AI capabilities, including Google Dialogflow, AzureAI, and IBM watsonx, plus generative AI systems like OpenAI GPT.
These AI providers are interchangeable, allowing customers to use the best possible solutions no matter which is leading the pack at any given time.
Sean Taylor, CEO of Content Guru, commented on the addition of new generative AI to its brain: “Content Guru has an extensive heritage of delivering intelligent automation through brain, and we are delighted to expand our offering to support customers with the latest generative AI tools.
“Within the contact center, agents often spend hours every day on admin tasks that keep them from the most fulfilling aspect of their role – providing great customer experience.
Generative AI is set to have a huge impact on customer and agent experiences and we are excited to be creating cutting-edge solutions that also have privacy, responsibility, safety, and reliability at their core.
“We look forward to further developing generative AI in the coming months to further support our customers’ needs.”
According to Content Guru, companies that want to gain generative AI capabilities can use brain to reduce costs via intelligent automation and increase the effectiveness of their staff.
The combination of generative AI with real-time speech transcription provides contact center agents with contextual summarisation to use in their work.
After analyzing digital interactions and voice transcripts, a summary of the conversations is automatically generative, as well as key problems, commitments, and blockers.
Agents can then review, edit, and submit the AI-generated content, which meaningfully boosts agent productivity and reduces the monotonous and repetitive tasks, freeing agents to focus on tasks requiring which better suit human intelligence and emotion.
These capabilities build on Content Guru’s robust reputation for contact center automation, as Gartner highlighted within its latest CCaaS Magic Quadrant.
Content Guru cites a number of studies that demonstrate the support intelligent automation can offer businesses.
CCW Digital research found that 33 percent of companies are experiencing high levels of agent effort, which brain reduces through its range of AI-backed tools that include Natural Language Processing (NLP).
Alex Jimeneze, Chief Strategy Officer at Finalytics.ai was quoted in a report by BotCore saying that nearly 40 percent of internet users would prefer to speak to a chatbot than a human. Custom Machine Agents on the brain platform can help to guide customers to successful outcomes, improving customer experiences.
The UK-based cloud communications provider also pointed to an Invoca report that revealed 65 percent of 16 to 49-year-olds speak to a voice-enabled device once a day.
Using NLP, brain can intelligently manage voice and text communications, identifying concerns and escalating contact to the relevant human agent.