SalesTechStar Interview with Boris Chaplin, Director of Innovation, ML & AI, Calabrio

Boris Chaplin, Director of Innovation, ML & AI at Calabrio summarizes more about the various benefits of these technologies on contact center activities:


Welcome to this MarTech Series chat, Boris, tell us about yourself and more about your role at Calabrio?

I have 20+ years of experience in delivering best-in-class cloud based solutions focused on Analytics and AI and have built skills through working with contact centers, travel management, innovative marketing and logistics companies helping global teams drive the product from inception to delivery and market launch. I am passionate about product innovation.

We’d love to hear more about Calabrio’s OpenAI Integrations and how they can enable better contact center efficiency?

AI and ML can increase contact center efficiency in a several ways, such as automating routine tasks, providing real-time insights into customer intent, improving agent training, and enhancing data-driven decision making.

The Calabrio ONE commercial integration with OpenAI’s ChatGPT accelerates the potential of our proprietary AI and ML product offerings. For over a decade, AI and ML has been a prioritized research area at Calabrio and we continue to be mindful of the ethical considerations of using these tools. As we advance our capabilities, our focus remains on augmenting the performance and experience of our frontline workforce, and making contact centers more efficient and effective, while always balancing the possibilities of new technology with our responsibility to use it ethically and responsibly.

In what ways do you feel the use of OpenAI will enable better contact center support performance and how in the near future?

OpenAI is revolutionizing business operations and providing contact centers unparalleled opportunities to enhance the customer experience. The technology has the potential to further streamline mundane tasks, while providing real-time insights that allow agents to focus more on the customer and make informed decisions that drive brand loyalty and revenue. With advancements in machine learning, natural language processing, and predictive analytics, we can expect to see even more sophisticated AI capabilities that can improve customer experiences by providing personalized, empathetic support that exceeds expectations.

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For brands/teams that are at initial stages of deploying OpenAI capabilities: what top thoughts would you share with them?

Rather than deploying OpenAI technology for the sake of it, it’s critical to have a clear plan in place and identify specific uses cases or pain points that AI can address. It’s highly recommended to work closely with both technical and business stakeholders to ensure your AI solutions align with your overall business objectives. Once implemented it’s important to continuously monitor and evaluate the effectiveness of the solution. You will need to make adjustments to ensure you are utilizing the capabilities to the fullest.

What are some predictions you’d like to share for the future of AI as a whole and its impact on marketing, sales and customer facing instances like support and service?

The future of AI is exciting, and we can expect to see it continue to transform business operations. As we continue to see advancements in machine learning, business can deliver more personalized and targeted marketing campaigns that connect with their customers on a deeper level. AI has capability to automate and optimize sales processes, reducing friction and increasing efficiency. Additionally, in customer service AI can provide real-time insights that enable agents to deliver more empathetic and effective support that meets the unique needs of each customer.

A few common misconceptions about AI you’d like to dispel?

There are many misconceptions about AI that we’d like to dispel, starting with the concept that AI will replace human jobs. While AI can automate certain tasks, it is not a replacement for human intelligence, creativity, or emotional intelligence. AI is a tool that can augment human capabilities and enable people to focus on the most complex and high-value work. Another misconception is that AI is a one-size-fits-all solution that can solve all business problems. In reality, AI is a tool that must be used strategically and in conjunction with other business processes and practices. By carefully identifying specific use cases and pain points, businesses can leverage AI to deliver more effective and empathetic customer experiences that drive business growth.

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Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.

Boris Chaplin is Director of Innovation, ML & AI, Calabrio.


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AIBoris ChaplinBusiness GrowthBusiness Operationsbusiness problemsbusiness stakeholdersCalabrioChatGPTContact Center EfficiencyContact centerscustomer experienceDirector of Innovationemotional intelligenceinterviewsmachine learningMLNLPOpenAIOpenAI technologypredictive analyticsproduct offeringsproprietary AIReal-time Insightssales processestargeted marketing campaigns