Simon Grandjean Bamberger

Sep 3, 2024 | bcg.com | Simon Grandjean Bamberger |Nicholas Clark

Change the roles of agents. They will cover a wider range of cases and enjoy greater autonomy to help customers, while also having the opportunity to specialize on more complex and less frequent cases. Create new roles. These new roles to build, shape, and govern their AI tools to ensure not only that they are secure but also that they provide accurate answers in an appropriate tone. Require thorough planning.

Jun 28, 2023 | bcg.com | Simon Grandjean Bamberger |Nicholas Clark |Sukand Ramachandran

Open AI launched ChatGPT less than a year ago, and already companies in every industry are exploring how generative AI can augment the capabilities of their customer care centers. The large language models (LLMs) upon which ChatGPT and other text-based generative AI applications are built give these apps the power to respond to prompts with human-like text and voice, answering complex questions with seeming ease.