How big language models are increasing contact center value with AI

How can large language models (LLM) be used to improve the contact center agent experience and improve customer service? Automating customer conversations with empathic responses can help businesses deliver a more personalized experience that increases customer satisfaction and improves brand loyalty. It can also help businesses reduce agent workloads, lower operating costs and improve overall contact center efficiency.

Today we’ll walk through a use case example of how LLMs can be used to improve the contact center agent experience. We present a visual demonstration of how LLMs can automate conversations with customers, provide empathetic responses, and enable quick access to frequently asked questions in the contact center. This example shows how LLMs (Language Model Models) can help businesses streamline the customer service process and improve the overall customer experience.

In this scenario, I’m going to play the role of a contact center agent with a conversational sample of someone entering the queue with a question.

How LLMs can automate conversations with customers

Large language models can automate conversations with customers by generating welcome responses and extracting dialog tasks that can be performed side-by-side at an agent’s desk. This can streamline the entire flow from start to finish, making the process more efficient for both the agent and the customer.

After starting the chat, the Intelligent Virtual Assistant (IVA) generates an appropriate welcome response to the user. In this example, we see that the customer wants to change the payment term.

Automatically, IVA can extract the dialog task and run it with the agent. This entire part of the conversation can be automated – the entire workflow – from start to finish if the LLM and virtual assistant are set up correctly with dialog tasks designed for it.

The client replies: “Things are piling up and I won’t be able to make it this month. Can you change it to five?’ This means that the customer seems to have a lot, so we want to give sympathy.

Responding to the customer with empathy

LLMs can also provide empathetic responses to customers, helping to enhance the customer conversation experience. By understanding customer needs and responding in a human-like way, using LLMs, an intelligent virtual assistant can make customers feel heard and valued.

So we respond that “we understand that it is difficult to manage these payments”. We can leverage that empathy to deliver the next level of customer conversation. The next step is to complete this flow and complete customer support.

Using the Knowledge Base FAQ

Using LLM, an intelligent virtual assistant can answer additional questions. Linked to the company’s knowledge base, IVA can efficiently find the right frequently asked questions (FAQ) and provide accurate answers to customers.

Not only are you managing agent performance and agent experience, but you’re also developing the next level of customer experience.

End the conversation with the customer

After the basic requirements are met, we can ask and see if there is anything else we can help the customer with. After the conversation is over, we see that the user doesn’t need anything else, so we’re going to end the conversation.

Call Summary Report Automation for CRM

The summary notes are summarized so you can save them in your customer relationship management (CRM) software. In doing so, we drive tremendous efficiencies through the contact center and truly enhance both the agent and customer experience.

The business value of large language models

LLM is a valuable tool for businesses to automate their customer service processes and provide a better customer experience as well as drive efficiencies in their contact centers. By providing empathetic responses, quick access to information, and streamlining the entire process, LLMs can help businesses keep up with their customers’ demands and stay ahead of the competition.

The Kore.ai XO platform empowers businesses to create advanced virtual assistants that generate natural responses with minimal development effort. Using the power of Large Language Models (LLMs) and Generative AI technologies, the platform supports every step of the development of an Intelligent Virtual Assistant (IVA), thereby reducing operational effort and achieving results in a shorter time.

Are you ready to achieve faster time to market? Try Kore.ai today!