Zendesk GPT-4o is here. Generative AI has drastically transformed contact center operations in the last 18 months. Most contact center software vendors now offer GenAI capabilities to provide high-quality personalized customer experiences and services. Zendesk, a leading customer support software company, is no different when it comes to peaking with GenAI solutions for contact center agents.
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Earlier this year at Zendesk’s Relate, the company announced a partnership with AWS and Anthropic followed by new AI technology updates in May. Within weeks, Zendesk announced open access to the GPT-4o model to all AI customers. GPT-4o is the latest offering from the AI powerhouse OpenAI – the company that has taken over the technology world through its flagship AI marvel, ChatGPT.
So what makes Zendesk GPT-4o special? It is the upgraded abilities over the previous versions.
This cutting-edge model builds upon the success of previous versions like ChatGPT and DALL-E. Here are three ways it differs:
- Multimodal model: Unlike prior LLMs and SLMs, the latest one can seamlessly work with text, audio, and images. Imagine the doors it opens for new applications!
- Speed and Efficiency: The comparative speed of GPT-4o is better than LLM predecessors, and it is cheaper.
- It’s free!: For the first time, ChatGPT users will have access to the Zendesk GPT-4o model for free. Previously, they were limited to GPT-3 and GPT-3.5 Turbo.
That makes GPT-4o easily a significant leap forward in AI technology. Its speed, affordability, and ability to handle various media types make it a game-changer for many fields.
What does this mean for customer contact centers?
ChatGPT has pretty much changed the landscape of customer service. It has freed up a significant bandwidth for contact centers making them focus on the finer aspects of originality and leaving the menial and mundane tasks to the AI tool. Now with the latest version of the large language model, customer support has become even more personalized opening more avenues for contact agents. Here’s what GPT-4o brings to the table:
- Text-Based Content: GPT-4o excels at generating different text formats, including calling scripts. It is trained on pre-set data to generate well-structured contextual responses with proper tone, grammar, and meaning.
- Beyond Text: While primarily text-focused, GPT-4o can generate conversational outlines, storyboards, or basic code snippets, providing a starting point for more complex response scenarios.
- Tailoring Tone and Style: You can guide GPT-4o by specifying the desired tone (informative, humorous, persuasive) and style (formal, casual) for your responses. The model can generate content that aligns with your brand voice and resonates with your customer profile.
- Target Audience Awareness: GPT-4o can analyze contact center data to understand demographics and language preferences.
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What’s in it for the agents?
Zendesk GPT-4o automates repetitive tasks like initial content creation, freeing up the contact agents’ time for strategy and direction. GPT-4o can personalize content to resonate better with specific customer segments using audience data. It can generate fresh ideas and rebuttals by prompting GPT-4o to provide apt responses. The model can analyze vast amounts of information to ensure message accuracy and suggest relevant sources or statistics.
How Zendesk’s GPT-4o Could Help Agents Build Positive Customer Experiences
“It seems OpenAI has built an audio foundation model ground up – the model can sing, change tones, speak slow or fast, understand your emotions, and respond appropriately,” said Hemant Mohapatra, partner at venture capital firm Lightspeed. Here are some of the key advantages of integrating GPT-4o with contact centers:
- Faster resolutions: GPT-4o can answer basic questions and troubleshoot common issues through chat or voice interfaces, freeing up human agents for complex inquiries. This reduces wait times and improves customer satisfaction, especially during peak hours.
- 24/7 Support: Unlike human agents, GPT-4o can provide automated customer service around the clock. This allows customers to get basic help anytime, improving overall accessibility.
- Alleviates Staffing Shortages: AI helps fill gaps in the workforce due to labor shortages, especially heightened during the pandemic. It enhances existing job roles through career transition tools, digital assistants, and AI-driven training programs, resulting in a 28% job gain for roles incorporating AI and automation.
- Multilingual Support: GPT-4o’s ability to understand and respond in multiple languages eliminates language barriers for customer support. This allows businesses to cater to a wider audience and provide a more inclusive experience.
- Seamless Communication: GPT-4o’s real-time processing of text, audio, and even images allows for features like Real-time translation and visual troubleshooting. Customers can receive support in their preferred language without delays from traditional translation services. Customers can also send images of their issues (e.g., product defects) for GPT-4o to analyze and suggest solutions.
- Triage and Automation: GPT-4o can handle initial issue identification and basic troubleshooting, freeing up human agents for complex problems requiring critical thinking and empathy.
- Agent Support: GPT-4o can act as a virtual assistant for agents, providing them with relevant information and suggesting solutions during interactions. This can improve agent productivity and accuracy.
- Cost-Effective: Investing in GPT-4o can save money and increase service quality in the long term. AI allows better allocation of human resources to key business functions and offers flexible, scalable solutions without significant overhead fees.
- Competitive Advantage: GPT-4o helps businesses provide personalized service. It is crucial for customer satisfaction and retention. It mitigates common customer experience issues, supports revenue growth, and keeps companies competitive in the market.
Investing in making customer experience simpler and more enjoyable
Zendesk GPT-4o model for contact center software users is a game-changer. This new model could improve the overall contact center performance and effectiveness for the live agents, chatbots, and virtual assistants. All Zendesk contact center customers can now leverage OpenAI’s GPT-4o model through their AI agents. These improvements will lead to better-automated customer experiences and resolutions.
