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All Posts By

Steve Nattress

ChatGPT in customer service

ChatGPT in customer service: what CX leaders need to know

By AI & Automation, Knowledge Management
Generative AI is currently transforming the way multiple industries operate but what will be the impact of ChatGPT in customer service? Since its launch in November 2022, OpenAI’s ChatGPT conversational AI chatbot has been used by millions of people. As well as the free version, companies can subscribe to a paid service which provides enhanced features and capabilities. The success…
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Natural Language Understanding and customer service

What is Natural Language Understanding and why is it important to customer service?

By Agent Evaluation, AI & Automation, Contact Centre, Customer Experience, Voice of the Customer (VoC)
Artificial intelligence is an increasing part of business operations, including within the contact centre, where it can be used to power intelligent chatbots or automate existing processes (such as call wrap-ups) to increase efficiency. However, AI is a wide field with multiple techniques and technologies within it – this blog will explore how Natural Language Processing (NLP) and Natural Language…
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