10% of Contact Centres Already Using ChatGPT – How Do You Compare? Related Articles 2020 Survey Report: What Contact Centres Are Doing Right Now Customer Experience in Contact Centres: 2020 Survey Results How Do You Compare Productivity Across Channels? The Role of ChatGPT in Call Centres 166 Filed under - Contact Centre Research, benchmarking, Centrical, ChatGPT, NICE, Odigo, Peter Massey, Sabio, Scorebuddy, survey For the first time, we asked about ChatGPT in our What Contact Centres Are Doing Right Now (2023 Edition) survey – capturing a snapshot in time as to how this new technology is being adopted across the industry since its launch in November 2022. The industry seems to be very divided at this stage, with a clear head start by early adopters – approx. 10% of the industry – embracing the challenge of deploying it, with a further 39.2% intrigued enough to have it on their wish list. In contrast, the other half of our survey responders (50.5%) claimed not to have it – perhaps waiting to see how the early adopters fare, so they can approach this with a more cautious, considered response. Peter Massey Peter Massey, MD and Co-Founder of Budd UK Ltd, comments: “I’m surprised the numbers for take-up are this low. I’ve seen a distinct acceleration in personal use this year and would expect that to be up around at least 50% even in the more mature age groups. “After all, it’s no harder than googling – although skilful use requires excellent questioning, refining and judging skills. The results can save huge amounts of time. “At a customer-facing level, I suspect the majority of companies are experimenting, not always customer-facing first. As one tech client put it, “We have to be very careful what we release, as we don’t want to shock people.” Run in partnership with Sabio, Centrical, Odigo, Scorebuddy, and NICE, this survey focused on the key elements of a contact centre, including advisor experience and engagement, artificial intelligence (AI), customer experience, quality assurance, workforce management, and more! Download our What Contact Centres Are Doing Right Now (2023 Edition) Survey Report to uncover the latest and most exciting contact centre insights Related Research To download the full copies of our ‘What Contact Centres Are Doing Right Now’ survey reports follow the links below: What Contact Centres Are Doing Right Now (2023 Edition) What Contact Centres Are Doing Right Now (2022 Edition) What Contact Centres Are Doing Right Now (2021 Edition) What Contact Centres Are Doing Right Now (2020 Edition) For more great information check out our other Contact Centre Research Author: Megan Jones Reviewed by: Xander Freeman Published On: 24th Oct 2023 - Last modified: 9th Nov 2023 Read more about - Contact Centre Research, benchmarking, Centrical, ChatGPT, NICE, Odigo, Peter Massey, Sabio, Scorebuddy, survey Recommended Articles 2020 Survey Report: What Contact Centres Are Doing Right Now Customer Experience in Contact Centres: 2020 Survey Results How Do You Compare Productivity Across Channels? The Role of ChatGPT in Call Centres Related Reports eBook: 9 Practical Ways to Use Generative AI for Contact Centers Report: The Top 5 Metrics Shaping Bank and Credit Union Performance eBook: Improving Customer Experience and NPS Through Quality Assessment eBook: Cut Contact Center Costs Without Straining Employees Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter