A Practical Approach to GenAI in the Contact Center

Artificial intelligence (AI), particularly generative AI (genAI), is changing the contact center and customer service landscape for the better. GenAI is essentially the missing link in automation and self-service initiatives, structuring and providing answers and information in a way that is easily consumed by customers and employees. This technology is compelling due to its power and effectiveness, but it must be carefully managed and controlled for the same reasons.

Critical to genAI’s success are the foundation models used or accessed as data sources, including large language models (LLMs). LLMs must be sizable enough to enable applications to identify trends and construct answers but sufficiently controlled to eliminate the risk of hallucinations and (hopefully) bias. DMG recommends that companies use LLMs that are targeted, tagged, verticalized, cleaned, and maintained. It’s a good practice for the LLM to be kept current, but this is not always necessary, depending on the use case.