NICE Taps ChatGPT Model to Improve Automated Customer Engagement

OpenAI’s ChatGPT technology has been generating a lot of headlines as of late, with teachers fretting that students are using the AI to write papers, while publishers are concerned about AI-written content in scholarly journals. And while the applications for using the technology inappropriately certainly exist, the AI-based language model holds a great deal of promise for improving customer support without the need for human agents.

The ChatGPT model was designed by OpenAI to interact with users in a more conversational way than previous iterations of AI language. The dialogue format makes it possible for ChatGPT to answer follow-up questions, admit mistakes, challenge incorrect premises, and reject inappropriate requests.

Now, customer experience solutions company NICE has announced the integration of its CXone Expert with OpenAI's generative modeling used in ChatGPT. CXone Expert is the company’s cloud-native customer service knowledge management solution designed to provide easier and faster self-service that delivers accurate answers for resolving customer issues. With this integration, organizations can create customer experience-rich, human-like conversational consumer experiences without engaging agents, according to NICE.

CXone Expert leverages NICE Enlighten AI models, custom-built for CX, and organization-specific data to create unique conversational AI models. The integration with OpenAI's generative modeling not only ensures that the resulting answers to consumer self-service inquiries are immediate and highly accurate, but that they are also semantically constructed in a human-friendly manner, optimized for consumer understanding. Combining the strengths of CXone Expert, with its easy-to-use content retrieval and conversational search capabilities (plus ChatGPT technology of course, with its revolutionary approach to AI-driven natural language conversations,) NICE is ushering in a new era of CX; an era where consumers are immediately routed to the right answers without the need for transfers or call-backs, all while engaging in exceptional self-service experiences that feel familiarly human.

“This ground-breaking integration between CXone Expert and ChatGPT technology is a game changer for CX,” said Barry Cooper, President of the CX Division at NICE. “By combining NICE’s deep CX-Industry specific Enlighten AI models with the innovative Conversational AI capabilities of OpenAI's generative modeling, we are evolving self-service to its inevitable next level, providing brands with powerful new capabilities to enhance customer experience, create more efficient customer interactions, and boost their brand engagement in a way that feels natural, friendly and human."

Edited by Alex Passett