How ChatGPT Will Change the Agent Role and CX

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ChatGPT and similar AI technologies are set to transform customer service in significant ways, but while the full scope of change is uncertain, clear trends are emerging for agents and customers alike.

To find out more, we asked Ben Rigby, SVP Global Head of Product and Engineering at Talkdesk, to explain the impact ChatGPT will have on the role of the contact centre agent and customer experience (CX) in the future.

Video: How ChatGPT Will Change the Agent Role and CX

Watch the video below to hear Ben explain the future impact ChatGPT will have on the role of the contact centre agent and customer experience (CX):

With thanks to Ben Rigby, SVP Global Head of Product and Engineering at Talkdesk, for contributing to this video.

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A Shift in Agent Roles

As AI systems like ChatGPT handle more routine tasks, the role of customer service agents will evolve.

“The impact for agents is that many more automated processes will come into play that are working really, really well.

So as an agent, your job will get a lot harder and more complex because a lot of the simple questions will be answered by an automatic system.

Entry-level jobs will probably go away. Agents may get paid more because their jobs are becoming harder. You know, the agents who are handling those really hard questions.”

Automated systems will address simple questions, meaning agents will focus on complex, high-stakes issues that require deeper expertise.

This shift could lead to the reduction of entry-level roles while increasing the demand for skilled agents, who may earn higher pay for tackling more challenging work.

Improving Customer Experiences

For customers, these advancements mean faster and more accurate service. Automated responses will handle common queries quickly, while skilled agents will step in for more nuanced problems.

“And as an end customer, your experience should be a lot better. You should be able to get an answer much faster and more precisely. And the way that you interact with the companies and products that you love should improve dramatically.”

This blend of automation and human expertise aims to deliver a smoother and more satisfying experience overall.

A Broader Technological Revolution

ChatGPT is not just changing customer service—it is reshaping software development itself.

Similar to how the iPhone revolutionised technology by integrating multiple tools into a single device, GPT represents a fundamental shift in how products are designed and built, as Ben explains:

“I liken the moment that we’re at now to the moment when the iPhone came out. GPT, Generative Pre-Trained Transformers, and LLMs are like the iPhone.

And if you remember that time, prior to the iPhone we had thousands of devices to do all kinds of spot functions. We had maps, compasses, MP3 players, flashlights, and overnight the iPhone wiped out all of those spot devices, right? You could do all of that with the iPhone.

So this is like that. But for all of software development. GPT is the iPhone for software development. So all of us who are engineers and product leaders, we’re looking at what GPT can do and we’re thinking, wow, we’ve just fundamentally changed how we architect products of the future.”

This innovation will likely drive faster advancements in customer support systems and other applications.

Adapting to the Future

While the future is not entirely clear, GPT is poised to reshape customer service by driving automation, elevating the agent role, and enhancing the customer experience.

As automation becomes more sophisticated, contact centres will need to retrain and upskill their agents to handle the more complex scenarios left behind by AI.

If you are looking for more great insights from the experts, check out these next:

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

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