By Dr. Atif Farid Mohammad, with Jess Vigorito
Artificial Intelligence (AI) is no longer just a futuristic concept—it’s here, reshaping how industries deliver services, solve problems, and create value. Whether it’s improving healthcare operations, enhancing public services, or streamlining higher education processes, cloud-native solutions powered by AI are proving their potential to revolutionize customer experiences.
GTS prioritizes ethical AI, combining technology with the human oversight needed to maintain trust and accuracy while leveraging customer journey mapping to optimize every touchpoint across the experience. We help organizations unlock the power of AI to improve customer experiences by providing data-driven insights that enhance decision-making. But like any new frontier, the AI landscape isn’t without its challenges. Generative AI, in particular, offers exciting capabilities—like crafting human-like text or generating unique solutions—but it also comes with risks. One key challenge? AI hallucinations, where the technology produces inaccurate or misleading information.
The Hallucination Problem
AI hallucinations occur when models generate content that doesn’t align with reality. While this might sound harmless, in critical industries like healthcare, education, or public services, hallucinations can lead to serious consequences—think inaccurate medical advice, misinformation to citizens, or errors in educational content.
So how do we avoid these pitfalls? By following three essential principles: 1. Providing Clear and Specific Inputs 2. Verifying Information Against Reliable Sources 3. Acknowledging AI’s Limitations
Avoiding Hallucinations in AI-Powered Contact Centers
Imagine calling a contact center and interacting with an AI-powered virtual agent, which uses Natural Language Processing (NLP) to understand and respond to your inquiries in real-time. The agent is supposed to answer your questions or route you to the right person. But what if it provides the wrong information—like sending you to the wrong department or giving you outdated answers? That’s an example of an AI hallucination, and it can erode customer trust faster than it takes to place you on hold.
To avoid this, AI in contact centers needs to operate with precision and accountability. Inputs from customers should be clear and specific—for example, asking for an account number or a service type before processing a query. AI also needs to pull information from real-time, reliable data sources to ensure accuracy. And for complex cases, there should always be an option for seamless handoff to a human agent who can provide the personal touch needed to resolve issues.
GTS works with organizations across various industries—including state and local government (SLED), healthcare, and higher education—to implement these principles in their contact centers, driving omnichannel solutions that provide seamless service across all customer touchpoints.
Why GTS?
Generative AI offers incredible opportunities, but realizing its full potential requires a thoughtful, strategic approach. At GTS, we bring years of experience helping organizations integrate AI responsibly and effectively into their customer service operations.
Here’s how we help:
1. Customized Solutions: Every organization is unique, and we tailor AI implementations to meet specific business goals and customer needs.
2. Built-In Accuracy: Our solutions emphasize clarity in inputs and verification against reliable data to minimize errors.
3. Human-Centric AI: While AI handles routine tasks, human agents are always there to manage complex or sensitive situations.
4. Ongoing Optimization: We don’t just implement AI and walk away—we provide regular updates, training, and support to ensure your systems evolve with your business.
Building Smarter Customer Experiences
Contact centers are just one example of how AI can transform customer interactions for the better. Whether you’re in government, healthcare, or education, GTS can help you harness AI to improve service delivery, drive efficiency, and build stronger connections with your customers.
Want to learn more about how we can help your organization?
Let’s chat!
Contact us at GTSCX.AI or email hello@GTSCX.AI to start the conversation. Together, we’ll create smarter, more efficient solutions that drive CX transformation, elevating customer experience to the next level!
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