ChatGPT: How it can Shape the Future of Contact Centres

One Year of ChatGPT: How Sabio’s AI-powered Propositions Can Shape the Future of Contact Centres

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.

One Year of ChatGPT: How Sabio’s AI-powered Propositions Can Shape the Future of Contact Centres

At Sabio Group, we’ve witnessed firsthand the evolving landscape of customer experience (CX) and we are proud to present our AI-driven propositions that promise quick ROI on CX investments.

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 Sabio can step in with our suite of AI-powered solutions.

One of which, is our AI & Automation ‘Discovery’ proposition. This proposition 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.

Our Approach: Data-Led and Measured

At Sabio, we believe in a data-led approach. We benchmark performance and track 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 – we ensure that the transition to automation is both smooth and efficient.

Technology Agnosticism and Ownership Flexibility

Our solutions are technology and ownership agnostic. This means we 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

Our expertise in contact centre design and build is a crucial part of our consultative approach, working alongside your teams to enhance the capabilities you possess with our experience and insights. The written report we provide as part of our AI & Automation Discovery proposition includes:

– Initial use-cases focused on immediate needs and future strategic planning.

– Technology and service options that align with your technology strategy.

– ROI business case models to forecast savings and benefits.

– Recommendations for adoption, including POC/POV strategies.

– Analysis of effort and broader business requirements.

– An executive-led roundtable to foster a culture of success.

– Outcomes for Customers

Our customers gain a clear vision of the initial use cases for automating their contact centres, understand which technologies best fit their existing environment, and can foresee the financial benefits of implementing AI solutions.

As ChatGPT celebrates its first anniversary, Sabio remains committed to guiding organisations through their respective AI and automation journeys.

By focusing on data-driven strategies, technology-agnostic solutions, and a consultative approach, we ensure that our clients are not just keeping up with the times but are ahead of the curve in delivering exceptional CX.



Kevin McGachy is Head of AI Solutions at Sabio Group

Sabio Group is a global digital experience transformation services specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Denmark, Malaysia, Singapore, South Africa and India.

The Group delivers solutions and services that seamlessly combine digital and human interactions to support outstanding customer experiences (CX).

Through its own technology, and that of world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.

The Group works with major brands worldwide, including Aegon, AXA Assistance, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil Initial, Essent, GovTech, HomeServe, Sainsbury’s Argos, Telefónica and Transcom Worldwide.

For additional information on The Sabio Group view their Company Profile

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