How do Generative Agents Work?

Generative agents are revolutionizing industries with their ability to produce coherent and contextually relevant responses. The key to their success lies in their generative models, which enable them to synthesize original content based on their training and input, going beyond mere retrieval of stored information like Chatbots and Robotic Process Automation (RPA). 

These generative AIs are about more than just automating mundane tasks; they are redefining how we interact with information and each other. It is estimated that 90% or more of contact center interactions will be managed through a form of Generative Agent. 

The term Generative Agent encompasses various roles within contact centers, including:

• Analyzing data to provide insights and analysis with limited or no interaction with the end user (Generative Analyst)
• Helping employees and contact center staff with daily tasks and support human-to-human interactions (Generative Assistant)
• Interacting and maintaining an entire interaction from beginning to end with human end-users, determining the intent of an interaction and carrying out process-based tasks to support user requests (Generative Agent)

What is PTP’s Point of View?

1. Integrating a Generative Analyst with your IVR can help teams understand the reasons for calls and increase the efficiency of interaction routing. 
2. Adding a Generative Assistant can streamline internal support desks for frontline agents and improve the accuracy and utilization of knowledge-base tools. 
3. Implementing Generative Agents can handle more routine situations and workflows, freeing up human-to-human interactions for more complicated issues.