Content Guru, a leading global provider of cloud contact center and customer experience (CX) technology, has today announced a significant expansion to its brain® AI portfolio. The enhancements include new generative AI services and include support for OpenAI’s GPT-4 and Google’s PaLM2.
Through brain, Content Guru takes care of the underlying complexities of generative AI technology for storm users, ‘democratizing’ the technology by removing barriers to adoption and making it widely accessible to organizations, regardless of sector or size. brain provides an AI orchestration layer to provide access to best-in-class AI capabilities such as Google Dialogflow, Azure AI, and IBM watsonx, as well as generative AI systems like OpenAI GPT, enabling multiple best-in-class technologies to be leveraged in a single solution, with the ability to swap in and out as technology providers leapfrog each other with new innovations.
Organizations keen to harness the value of generative AI have been able to use brain to reduce costs through intelligent automation and supercharge the effectiveness of staff. Generative AI combined with real-time transcription of speech provides powerful contextual summarization to contact center agents. Digital interactions and voice transcripts are analyzed and a precis of the conversation is automatically generated, along with key problems, commitments, and blockers. Agents can review, edit, and submit content significantly boosting agent productivity, reducing the burden of monotonous administration and allow more time for tasks requiring human intelligence and emotion.