So get this, Talkdesk just expanded its generative AI offerings for cloud-based contact centers. They released some new tools for training AI data, as well as observing the behavior of AI systems. But the real kicker is the tool they unveiled for adjusting AI outputs. Like, how cool is that?
Just to break it down for you, they dropped two new features called Data Augmentation and the Generative AI Observability Dashboard. And if that wasn’t enough, they’re also planning to release another tool called Gen AI Fine-tuning & Simulation by the end of the year. Talk about stacking those AI capabilities!
But here’s the thing, these awesome features aren’t just standalone. They’re actually integrated into Talkdesk’s CX Cloud and Industry Experience Cloud platforms. So, it’s like an all-in-one package deal.
Oh, and by the way, there’s another cool tool they already released called Talkdesk AI Trainer. This thing is super handy for training AI models for chatbots and virtual assistants. You can feed it examples of likely conversations, so it can learn how to respond to customers like a champ.
But here’s the kicker, you can also revise and monitor those AI responses. That way, you can make sure they’re following company policies and ethical guidelines. Safety and responsibility, my friends!
AI becoming common in the contact center
Now, let’s talk about the bigger picture. AI capabilities have become all the rage lately. Ever since OpenAI dropped their generative AI chatbot ChatGPT, everyone has been jumping on the bandwagon. And you know what? Cloud-based contact center providers like Talkdesk have been leading the charge.
It’s not just Talkdesk though. You’ve got other big players like Zendesk, Genesys, Five9, and NICE also offering their own generative AI tools. It’s becoming a competition to see who can bring the most AI firepower to the table.
According to Keith Kirkpatrick, analyst at The Futurum Group, generative AI capabilities are becoming table stakes for CX software providers these days. It’s like the minimum requirement to stay in the game. So, if you’re not rocking that AI tech, you might be falling behind.
But you know what’s really interesting? Talkdesk’s Data Augmentation tool. They claim it can train AI data in seconds, which could seriously cut down on tweaking time for users. Sounds pretty impressive if you ask me.
Supervising AI responses
Now, let’s talk about the elephant in the room: security concerns. When you start incorporating generative AI tools like Talkdesk’s, you gotta address some potential issues. Sensitive data exposure and security threats are no joke.
And here’s another kicker. Generative AI could actually pose a threat to organizations’ safety if it ends up supporting virtual assistants that can be tricked by bad actors. Imagine some hacker taking control of your whole system. Not cool. So, security measures are a must.
But here’s the upside, my friends. These new tools from Talkdesk won’t cost you an arm and a leg. They’re available as part of the existing pricing plans for Talkdesk CX Cloud and Industry Experience Clouds. So, you can beef up your AI game without breaking the bank. Win-win, right?
By the way, just a little shout-out to Mary Reines, the news writer covering customer experience and unified communications for TechTarget Editorial. Keep up the great work!
