Ozonetel integrates ChatGPT into contact centres

Hyderabad: Hyderabad-headquartered Ozonetel, a customer experience platform provider, has built contact centre solutions leveraging ChatGPT and generative AI. With ChatGPT-powered contact centres, businesses will be able to harness the intelligence gathered from millions of customer interactions to transform agent efficiency, drive personalised customer experiences, and achieve higher client satisfaction.  

They will have a self-evolving knowledge repository that continuously learns from available resources such as documents, conversations, and FAQs, creating a comprehensive one-stop solution for customer support and agent training. Agent-facing AI will help organisations resolve queries faster and personalise conversations more effectively.

"We have been using AI in contact centres for a few years now. But now it is time to transform the existing AI orchestration in contact centres by integrating generative AI. We believe the integration of ChatGPT into contact centers will bring about a shift in their efficiency and revolutionise customer experiences,” said Chaitanya Chokkareddy, chief product officer at Ozonetel.

 ChatGPT-enabled automated quality audits will help eliminate random sampling and manual errors and will enable real-time evaluation of agent performance.  Contact centres will be able to build intelligent knowledge repositories surpassing traditional keyword search to equip agents with precise and contextual information rapidly and at scale. This will reduce escalations and improve first contact resolution (FCR) rates, the company said in a release.