The emergence of ChatGPT, a powerful generative AI model, has revolutionized Conversational AI, enabling businesses to deliver exceptional customer and employee experiences through natural speech. Integrating DRUID's Conversational AI platform with ChatGPT unlocks a new era of AI-driven conversations, offering personalized responses, improved efficiency, and transformative business growth opportunities.
Conversational AI has been given the boost it needed with the addition of ChatGPT, a generative AI model that promises to make 2023 one of the most exciting years yet for AI. Now, rather than wrestling to get a relatively simplistic answer from a computer screen, businesses can introduce pioneering virtual AI assistants that can deliver exceptional customer and employee experiences through natural speech.
The generative power of ChatGPT is unlocking new layers of deep understanding and natural language processing, providing a more natural, context-aware, and personalized experience for both employees and customers.
TL;DR:
Businesses faced with variable productivity, high training costs, and a need to deliver exceptional digital experiences are increasingly turning toward AI tools such as conversational AI and ChatGPT to improve their efficiency, costs and turnover.
Conversational AI platforms enable virtual AI assistants to interact with businesses using natural language, typed text, videos or images. Generative AI is a type of artificial intelligence that can create human-like content, such as text, images, music, etc., based on data it has been trained upon. Generative AI can write a product description, design a logo, summarize existing content, create new marketing materials based on customer feedback, generate blogs, code, reply to emails or produce architectural designs.
Conversational AI infused with ChatGPT platforms are not a substitute for one another; they have been created to achieve different business objectives and complement each other. By leveraging the capabilities of both these technologies, businesses can streamline workflows, engage with customers on a personal level, and generate high-quality content at scale.
For example, businesses can train ChatGPT on their frequently asked questions (FAQs), customer support systems, email correspondence, live chat transcripts, white papers or other available data sources. Businesses can then use conversational AI and ChatGPT to improve customer service by providing customers with natural, personalised, informative responses to their queries. This results in a more positive experience for the customer and can increase customer satisfaction and loyalty.
By analyzing customer data, businesses can also use conversational AI to create personalized recommendations for products or services based on customers’ preferences, needs and history. This improves customer and employee experience, drives productivity and increases sales revenue for a business.
AI assistance has also been found to improve how customers treat agents significantly. This leads to decreased turnover, particularly for newer agents, with fewer customers asking to speak to an agent's supervisor, which can save the business time. Additionally, GenAI assistance has been found to disproportionately increase the performance of less skilled and less experienced employees across all productivity measures. Newer agents, supported by a conversational AI agent, can move more quickly up the experience curve, achieving the same level of performance as agents with six months of experience, in just two months.
Gone are the days of agents needing to wander around a contact centre floor waiting for a more knowledgeable person to be free. Instead, businesses that provide quick, intelligent, AI-assisted answers in response to customer queries can increase agent productivity by 14%, as measured by the number of customer issues that they can resolve per hour.
As such, businesses that leverage conversational AI applications infused with generative AI are likely to gain a significant competitive advantage.
Conversational AI platforms create and implement conversational agents that empower customers and employees to interact with them for various purposes through the use of natural language, e.g. asking HR-related questions, opening a bank account, processing loan applications, or for compliance monitoring.
In addition, these platforms usually have an array of tools and functionalities that are essential for a virtual AI assistant to operate efficiently, such as bot development, design and deployment, bot management, natural language processing, machine learning models and integration with various enterprise systems.
ChatGPT integrates with Conversational AI platforms, Large Language Models (LLMs) and reinforcement learning to enable it to accept requests or prompts in human conversational language and to produce content that looks human-generated. That said, ChatGPT's Natural Language Understanding (NLU), and Natural Language Generation (NLG) abilities enable more personalized and engaging interactions with customers, addressing their inquiries and offering tailored assistance.
The fusion between DRUID and ChatGPT within Microsoft Azure OpenAI opens a vast array of possibilities to operate and scale businesses and industries without compromising data security, governance or compliance. When DRUID conversational AI assistants are infused with ChatGPT, they can understand conversational language and produce responses and content which is more context-aware, persistent and meaningful.
As a result, employees can complete their work faster, and smarter, while customers and partners can have their queries answered more intelligently and intuitively. This results in better and faster service that translates into multiple business benefits, e.g., personalized offers, intelligently automated 24/7 service, greater employee productivity, cost savings and business profits.
DRUID Enterprise Governance Platform capitalizes on the power of ChatGPT to deliver consistent, reliable, and meaningful interactions, with the added power of seamless integration into your existing systems, flexible deployment options, and customization for your specific business use cases.
Companies can now unleash the power of DRUID’s Conversational AI and Microsoft Azure OpenAI (ChatGPT) into banks, insurance or leasing companies, healthcare providers, contact centres, retail environments, etc. and deliver exceptional business performance.
For example, should a customer wish to ask their bank the question, "What is the difference between a bank savings account and a premium savings account?", DRUID’s conversational AI assistant can search pdfs., FAQs, bank knowledge databases, related articles or bank applications, and reply with a crystal clear answer in seconds.
This video shows how DRUIDS's integration with ChatGPT in the safe environment provided by Microsoft Azure Open AI benefits enterprises, especially those belonging to highly regulated domains such as banking, leasing, and financial services where data privacy and security issues are priority 0.
Should a customer say to a bank's conversational AI agent, "I want to buy a house, and I have an offer from a different bank at a competitive interest rate – 4.3%. Can you make me a better offer?", DRUID's conversational AI assistant can contextually and intelligently respond to the customer with an accurate, tailored answered that brings value to the customer 24/7. This, in turn, frees bank staff to focus on higher-value tasks.
Another example of where DRUID AI’s conversational AI assistant integrating effectively with ChatGPT creates value is in the big HR pillars: recruitment, onboarding, training and engagement, augmenting employee productivity and satisfaction through a more personalized approach to their needs.
For example, DRUID and ChatGPT can work together to assist HR professionals in generating job descriptions and hiring announcements. As candidates apply for roles, DRUID’s ChatGPT-infused conversational AI assistant can provide intelligent, personalized, real-time support to potential employees by answering FAQs about the company and its application process. And when a candidate submits an application, it can then summarise the candidate's resume for the recruiter.
When a candidate gets hired, a DRUID conversational assistant will provide real-time support and guidance to new hires by answering any of their FAQs about company policies, holidays, payroll or benefits, as well as provide guidance on how to complete any related paperwork too.
DRUID infused with ChatGPT can also create personalised learning and development plans for existing employees, based on their particular skills and needs and even their career management plan. Such a conversational AI assistant can also take care of all the related administrative tasks associated with it freeing HR staff to focus on employee engagement and creating experiences which are activities that help retain key employees.
See how DRUID Conversational AI integrated with Azure OpenAI ChatGPT supports employees in their career journey, providing information about internal job opportunities, detailed role insights, skill development recommendations, and personalized retention strategies, leading to increased internal mobility and lowering employee turnover.
DRUID's Conversational AI Platform and Microsoft Azure OpenAI (ChatGPT) are revolutionising retail experiences. For example, a DRUID conversational AI assistant will assist customers by answering their product questions and then placing customer orders leading to an increase in the conversion of up to 30%. Customers can be communicated with in over 50 languages, thus expanding market reach by 25% while enabling a more inclusive customer experience and a wider customer base to engage with.
Orders can be matched with SKUs, facilitating accurate order placement resulting in more satisfied customers, a 20% reduction in order errors and a reduction in return costs for the business.
Estimated delivery dates can be provided for each product within an order – driving customer satisfaction and retention by 15% - and the customer can be automatically and proactively kept up to date with the progress of their shipment as it travels to them.
See how the DRUID platform, integrated with ChatGPT, amplifies the personalization of the interaction with a user through a conversational AI voicebot. Able to perfectly understand the user's needs and to filter the essence of the information provided, the voicebot generated the correct answers, tailored to the user's needs.
Conversational AI and ChatGPT are taking technology into realms once thought to be reserved only for humans. Generative AI models, through their ability to automate tasks once performed by humans, hold significant promise for enhancing business efficiency, and productivity and unlocking unprecedented growth opportunities on a massive scale.
It is the integration between conversational AI and ChatGPT that has opened a broad set of economic possibilities for businesses. The fusion between the DRUID Conversational AI platform and ChatGPT has brought to life an AI-driven conversational model that's strikingly natural. It allows businesses to provide intelligent natural language responses to queries, making it a valuable addition to businesses seeking to improve communications with customers and employees, cut costs and drive business growth. All this while building a future where AI is more accessible, secure, and beneficial for everyone.