Observed Signal · Feb 23, 2023 · Product Launch · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
Level AI Launches AgentGPT for Contact Centers
Level AI announced the public release of AgentGPT, a generative AI product designed to assist contact center customer service teams. Unlike ChatGPT, AgentGPT is trained on each client's proprietary customer conversational data and internal data stores, allowing it to analyze complex queries with multiple attributes and recommend relevant solutions. The product is built on Level AI's existing Natural Language Understanding (NLU) suite and improves over time through agent feedback using a thumbs up/thumbs down system. An alpha version was released on Jan. 17, 2023. CEO and founder Ashish Nagar said the tool aims to reduce average handle time, shorten agent onboarding, and improve customer satisfaction without eliminating human jobs. The announcement comes amid a wave of generative AI integrations by CX vendors including NICE, Intercom, Optimizely, Glassbox, and Staircase AI.
Level AI's AgentGPT launch highlights the growing application of generative AI in contact centers and customer experience, but it is a niche vendor product update rather than an industry-shifting event.
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Key Takeaways & Evidence Grounding
- Level AI announced the public release of AgentGPT, a generative AI product for contact center customer service teams.
- AgentGPT is trained on clients' proprietary conversational data and internal data stores, unlike ChatGPT.
- AgentGPT is built on Level AI's existing Natural Language Understanding (NLU) product suite.
- An alpha version of AgentGPT was released on Jan. 17, 2023.
- AgentGPT improves through agent thumbs up and thumbs down feedback on response relevance.
Connected Companies & Entities
5 Entities mapped“NICE's integrated ChatGPT with its cloud native customer service Knowledge Management solution....”
“Unlike ChatGPT, the wildly-popular OpenAI generative chatbot that debuted last November but does not have access to proprietary data......”
“Intercom's integrated ChatGPT with its customer service platform....”
“Optimizely is integrating ChatGPT with its digital customer experience software......”
“Glassbox, a digital customer experience analytics platform, integrated ChatGPT for customer data insights enhancements....”
Ontology Mapping & Concepts
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