How ChatGPT Will Change the Agent Role and CX

In this video Talkdesk’s Ben Rigby looks at the future impact ChatGPT will have in the role of the contact centre agent and customer experience (CX).

How Will ChatGPT Change the Agent Role and Customer Experience?

The answer is nobody knows. But we have some predictions and we have some thoughts.

And I liken the moment that we’re at now to the moment when the iPhone came out. GPT, Generative Pre-Trained Transformers, and LLMs are like the iPhone.

And if you remember that time, prior to the iPhone we had thousands of devices to do all kinds of spot functions. We had maps, compasses, MP3 players, flashlights, and overnight the iPhone wiped out all of those spot devices, right? You could do all of that with the iPhone.

So this is like that. But for all of software development. GPT is the iPhone for software development. So all of us who are engineers and product leaders, we’re looking at what GPT can do and we’re thinking, wow, we’ve just fundamentally changed how we architect products of the future.

Inside the contact centre business, in terms of what coders and product leaders are doing, it’s a very, very, very different approach. And the impact for agents is that many more automated processes will come into play that are working really, really well.

So as an agent, your job will get a lot harder and more complex because a lot of the simple questions will be answered by an automatic system.

Entry-level jobs will probably go away. Agents may get paid more because their jobs are becoming harder. You know, the agents who are handling those really hard questions.

And as an end customer, your experience should be a lot better. You should be able to get an answer much faster and more precisely. And the way that you interact with the companies and products that you love should improve dramatically.

With thanks to Ben Rigby at Talkdesk for contributing to this video.

If you are looking for more great insights from the experts, check out these videos next: