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Calabrio and OpenAI Integration Boosts Contact Center Efficiency and Enhances Agent Productivity
[April 09, 2023]

Calabrio and OpenAI Integration Boosts Contact Center Efficiency and Enhances Agent Productivity

Calabrio (News - Alert), the workforce performance company, has announced the integration of Calabrio ONE with advanced AI systems from OpenAI, a leading AI research and deployment company. These integrations include ChatGPT and GPT-3, with GPT-4 currently being evaluated. This integration has the potential to enhance Calabrio's proprietary AI and machine learning capabilities and the framework of its modern workforce performance solutions.

According to Matt Matsui, Chief Product Officer of Calabrio, 'Calabrio's Innovation Center and product teams have been integrating with sophisticated AI and ML tools for over a decade. Early beta testing of OpenAI solutions showcased tremendous potential to streamline contact center operations.' The integration with GPT systems, such as ChatGPT, is another step forward in Calabrio ONE's product evolution to amplify the agent experience and deliver the highest standard of customer support.

Calabrio continues to lead the industry with advanced workforce performance solutions for contact centers, developing functionality in AI-fueled analytics and automated workflows that simplify the complexity of customers' operations. By reducing the amount of manual work agents undertake, agents can focus on valuable customer interactions that drive brand loyalty and generate valuable insights.

The integration with cutting-edge systems like OpenAI's ChatGPT will supplement Calabrio's own extensive collection of internally developed ML and AI product offerings. The Calabrio team currently holds 16 AI and ML patents from trend identification to predictive analytics and continues to develop workforce performance solutions that help organizations scale their use of intelligent data.

Kevin Jones, Chief Executive Officer of Calabrio, said, 'As consumer expectations rise and economies tighten, frontline agents are imperative to brand reputation and revenue. The commercial potential of generative AI tools requires a moral juggling act, balancing possibility with responsibility. While others may look at AI's potential to eliminate vital agent roles, we're focused on our obligations to augment the performance and experience of frontline workforce and make contact centers more efficient and effective.'

Calabrio ONE is a cloud-based suite that is designed to integrate fully with your business and adapt to its needs. It maximizes agent performance, exceeds customer expectations, and boosts workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching.

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