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ICMI's Contact Center Expo provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community.

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Session 303: Why Your Contact Center Should Use a Human + ChatGPT Approach to Writing Customer Responses

Leslie OFlahavan  (Owner, E-WRITE)

Location: Coral Sea 2

Date: Wednesday, October 18

Time: 4:00 pm - 5:00 pm

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass - Get your pass now!

Track: Maximize Productivity and Operations, Boost Your Culture

Session Type: Session

Vault Recording: TBD

Its not "either." It's "both." Your contact center should be using both human customer service agents and AI writing tools like ChatGPT to compose emails, knowledge base articles, and social media responses to customers. Let's be honest about customers service agents. Some of them are poor or unwilling writers. Their grammar and punctuation is rocky, they answer some—not all—of the customer's questions, and their tone can be a bit curt. And let's be honest about ChatGPT. This AI writing assistant can't empathize with customers authentically, it occasionally provides incorrect information, and it can't express your company's brand voice.

This session will cover some of the ways AI tools can make your organization's responses to customer better. Obviously, ChatGPT can help your team write quicker and clear that email queue, but it needs thoughtful input—in the form of human intervention—to help produce worthwhile responses. You'll also learn how to use ChatGPT to edit freetexted responses (written by humans).