Facility contact center ContactCare has integrated ChatGPT variant DaVinci with MyCare, the core system with which ContactCare's customer contact employees work for various customers.

DaVinci is one of them commercially available language models which OpenAI, the developer of ChatGPT, among others, offers. The solution enables employees to arrive at a well-formulated text for contact registration more quickly.

At the touch of a button

Part of every customer contact is that an employee makes a conversation note or report in a system, after which that note can possibly be forwarded to the customer. With the integration of DaVinci – based on ChatGPT3 – the agent can have the note he or she has drawn up checked by the language software at the touch of a button, says Arjan Kaptein, senior IT consultant at ContactCare. DaVinci checks word choice, spelling, sentence structure and the overall quality of the report and comes up with an improved version if needed. The text is then approved by the employee.

According to Kapteijn, the new functionality is especially useful for medium-length notes. “The software is given guidelines for the degree of freedom that may be used. If it is too long, the software takes more freedom than it should. The employee remains responsible for the end result, because his or her name is written underneath it.”

Limit after-work time

It is still too early to be able to name the results of the integration of DaVinci, but Kapteijn sees that employees are happy with it, because it helps them formulate. It is also visible that the quality of the notes is improving. In addition, he expects the total wrap-up time (the after-work time) to decrease, because AI takes some work off your hands when it comes to formulating text. (zip tone)

Featured, Technology ContactCare