We recently marked the one-year anniversary of ChatGPT with much fanfare, but for me – as 2024 begins to kick-in properly – it’s an opportune moment to reflect on the transformative journey of AI and automation in business operations, especially in contact centres.

At Sabio Group, we’ve witnessed first-hand the evolving landscape of customer experience (CX)… 

A Year On: Beyond the Hype Curve 

It’s been a year since ChatGPT entered the scene, moving swiftly from a mind-blowing concept to a practical tool. Businesses are now past the initial hype and are earnestly defining strategies to harness AI’s potential. Ignoring this trend is no longer an option, as failing to adapt can widen the gap between your organisation and its competitors. This is especially true in the contact centre domain, where AI and automation are redefining customer interactions

Organisations are at a crossroads, needing to balance technological capabilities with visionary CX strategies.

But this is where organisations such as Sabio can step in with our suite of AI-powered solutions – and one of which, is our AI & Automation ‘Discovery’ proposition. This includes an Audit and Assessment checklist, helping clients shape their organisation for AI-related success. This strategic approach is not just about deploying technology; it’s about understanding where opportunities for automation present themselves and how they can be leveraged for maximum impact. 

Data-Led and Measured 

I believe in a data-led approach, benchmarking performance and tracking changes to ensure our solutions are not just innovative but effective. By establishing a ‘model office’ – a controlled environment where small-scale proof of concepts (POC) are tested and then scaled up upon success – it ensures that the transition to automation is both smooth and efficient. 

For me, it is also important to be technology and ownership agnostic. This means there is a focus on finding the right technological fit for the specific needs of a customer, irrespective of the brand or ownership models.

Whether the long-term management of these solutions remains with us or is transitioned to in-house teams, our primary goal is to demonstrate value and facilitate a seamless integration of AI-powered automation into your operations. 

Consultative Approach for Tailored Solutions 

Sabio’s expertise in contact centre design and build is a crucial part of our consultative approach, working alongside teams to enhance the capabilities they possess with our experience and insights.

This is important to give our customers a clear vision of the initial use cases for automating their contact centres, understanding which technologies best fit their existing environment, and allowing them to foresee the financial benefits of implementing AI solutions.

By focusing on data-driven strategies, technology-agnostic solutions, and a consultative approach, organisations can not just keep up with the times but instead remain ahead of the curve in delivering exceptional CX.

Read our newly created AI e-book to see how you can begin your AI-powered automation journey…