Calabrio has partnered with OpenAI to integrate advanced AI systems such as ChatGPT, GPT-3, and potentially GPT-4 in the future into Calabrio ONE. This integration will enhance Calabrio's existing AI and machine learning (ML) capabilities, boosting its modern workforce performance solutions.
“Calabrio’s long-tenured research, customer collaboration, and partnerships with top-tier universities have established us as a pioneer in enterprise AI innovation for contact centers. For over a decade, our Innovation Center and product teams have been integrating with sophisticated AI and ML tools. Early beta testing of OpenAI solutions showcased tremendous potential to streamline contact center operations. The integration with GPT systems—such as ChatGPT—is another step forward in Calabrio ONE’s product evolution to amplify the agent experience and deliver the highest standard of customer support,” said Matt Matsui, Chief Product Officer, Calabrio.
The integration with OpenAI's AI systems helps agents reduce the need for manual work and allows them to focus on building brand loyalty through valuable customer interactions and generating valuable insights.
Calabrio's integration with OpenAI's ChatGPT and other advanced AI systems will complement the company's existing collection of internally developed AI and machine learning products. Calabrio's team has already secured 16 patents related to AI and ML, ranging from trend identification to predictive analytics.
“Contact centers are often the digital front door of a brand, and almost always the last line of defense. As consumer expectations rise and economies tighten, we firmly believe frontline agents are imperative to brand reputation and revenue. The commercial potential of generative AI tools requires a moral juggling act, balancing possibility with responsibility. While others may look at AI’s potential to eliminate vital agent roles, we’re focused on our obligations to augment the performance and experience of frontline workforce, and make contact centers more efficient and effective,” said Kevin Jones, Chief Executive Officer, Calabrio.
On the workforce front, Calabrio has recently introduced a new workforce management (WFM) integration with Zoom's omnichannel contact center platform, which provides Zoom Contact Center customers with access to an enterprise-level WFM solution.