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Choo Choo!

So from the recent Q&A show featuring @Robert Wakefield-Carl and his excellent discussion on AI within Genesys, got me thinking.

So first the question, with skeptical and critical hats on, how do we realistic see generative ai being used in our businesses, transcript summary mentioned in the video is one and Robert's suggestion of using generative AI to pull together reports sounds fantastic. Fancy FAQ bots seems the obvious option? There is generative text to speech already out there, where you can train a model on a specific voice. What else are people anticipating.

Some background to get us a little skeptical and critical.

Digital, and basic AI was supposed to remove the need for contact centres replacing all of our jobs 10 years ago. Yet here we all are.

Blockchain was suppose to revolutionize digital infrastructure and change the Web entirely with Web3 and we were going to buy our pizza's with bitcoin etc etc.

We would have these discussions through in virtual reality rooms, Facebook changed their name to Meta so convinced were they of this, and here we all are still in meatspace. 

And now the current tech hype is Generative AI. The thing to keep in mind as well with Generative AI especially is it is only as good as the information fed in to it. Pull everything from the internet, and EVERYTHING is pulled, all the racial/gender bias, all the fake information, poorly written blogs, all of it, and as a result it can spit out some truly terrible things. If you feed little or poor business knowledge in to it, then that is what it will put out.

We are often sold dreams not reality when it comes to new technology, and we do need to be a little critical. 

Now I am someone who is excited by new and emergent technology, and do think there is plenty of things Generative AI or even VR can do that is cool and awesome, and some that are even really useful. I'm just saying lets be a critical of what is being sold as the next great thing that will change the world. 

So question again is, with critical minds, what do we realistically expect to see the use of generative AI in the Contact Centres successfully?

Hey Anton! 

I haven't watched the show yet, but will be soon! 

On this point "There is generative text to speech already out there, where you can train a model on a specific voice." I have got working on a connection with GPT3.5 turbo with Amazon Lex and Google TTS. You can basically have your live transcription pass its transcribed content to GPT and then output that back to Lex/Any TTS service. It's not 100% yet, and to be honest I am sure there are more people out there that have done it better already but it's exciting for sure!

The truth of the matter though... It's not commercially viable to put this into the wild. It has too many risks that any sane company would not put this out to the front end. Yes, you can give models guard rails, but they are so easy to circumvent. The power of LLMs is that it takes in so much information, and so much that doesn't relate to your business. We have yet to scratch the surface of what it can do, and the sheer power of how bad it can go.

Internally, we are trialling to agents a trained model for our business processes that listen live and surfaces knowledge to the agent. This is very much like the agent assist piece that Genesys does already. Though its just a test the agent still is the middle man between it spitting out incorrect or blatantly false info to a customer. 

Excited to see where this takes us, but honestly it's a long way off (years to decades) from really replacing the frontline CC agent. Drive efficiency yes, replace, no.

Choo Choo!

So from the recent Q&A show featuring @Robert Wakefield-Carl and his excellent discussion on AI within Genesys, got me thinking.

So first the question, with skeptical and critical hats on, how do we realistic see generative ai being used in our businesses, transcript summary mentioned in the video is one and Robert's suggestion of using generative AI to pull together reports sounds fantastic. Fancy FAQ bots seems the obvious option? There is generative text to speech already out there, where you can train a model on a specific voice. What else are people anticipating.

Some background to get us a little skeptical and critical.

Digital, and basic AI was supposed to remove the need for contact centres replacing all of our jobs 10 years ago. Yet here we all are.

Blockchain was suppose to revolutionize digital infrastructure and change the Web entirely with Web3 and we were going to buy our pizza's with bitcoin etc etc.

We would have these discussions through in virtual reality rooms, Facebook changed their name to Meta so convinced were they of this, and here we all are still in meatspace. 

And now the current tech hype is Generative AI. The thing to keep in mind as well with Generative AI especially is it is only as good as the information fed in to it. Pull everything from the internet, and EVERYTHING is pulled, all the racial/gender bias, all the fake information, poorly written blogs, all of it, and as a result it can spit out some truly terrible things. If you feed little or poor business knowledge in to it, then that is what it will put out.

We are often sold dreams not reality when it comes to new technology, and we do need to be a little critical. 

Now I am someone who is excited by new and emergent technology, and do think there is plenty of things Generative AI or even VR can do that is cool and awesome, and some that are even really useful. I'm just saying lets be a critical of what is being sold as the next great thing that will change the world. 

So question again is, with critical minds, what do we realistically expect to see the use of generative AI in the Contact Centres successfully?