Generative AI

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? 78% of contact center leaders say generative AI will transform agent workflows within the next 2 years.

1. What is generative AI or GenAI?

Generative AI (GenAI) is a type of artificial intelligence that creates new content, such as text, images, audio, or code; based on patterns learned from existing data. It powers tools like ChatGPT, DALL·E, and Copilot.

2. Which is an example of generative AI?

A popular example of generative AI is ChatGPT, which generates human-like text responses. Other examples include:

• DALL·E for images
  
• GitHub Copilot for code
  
• Convin.ai for call summaries and agent coaching
  

3. How can we use GenAI in a contact center?

GenAI in contact centers can be used to:

• Auto-summarize calls and chats
  
• Generate personalized agent coaching tips
  
• Automate follow-up emails and knowledge base content
  
• Assist agents in real time with dynamic scripting

It boosts productivity, consistency, and customer experience.