How Generative AI Is Transforming The Call Center Market
datanami, Tuesday, August 1,2023
Large language models (LLMs) and generative AI are nothing new to the contact center business, which generates $2 trillion globally and employs half a million people in the US alone. But following the explosive launch of ChatGPT, the contact center business finds itself in the midst of a massive technological transformation that will fundamentally change how work is done.
'GPT is something that most conversational AI companies have been tapping into for several years,' says Pete Erickson, the founder of VOICE & AI, a conference for contact center operators and technology providers scheduled to take place in Washington, D.C. next month. 'We knew about generative AI before it was a term that was really used as something that's now a whole category of technology. It was always a part of our industry.'
In addition to tapping into APIs from OpenAI, large contact center operators and their technology providers were adopting technologies like AWS Alexa and Google Assistant to build conversational AI systems to augment or replace human call center workers. At its peak in 2019, Erickson's conference, which was previously called just VOICE, attracted 5,000 people.