GENERATIVE ARTIFICIAL INTELLIGENCE ("GENAI") USER EXPERIENCE ENHANCER

Abstract

A method that uses a graphics processing unit (“GPU”) to train and run a generative adversarial network (“GAN”) model to make enhancements to an online tool provided by the organization. The user may communicate with the organization to seek enhancements to the online tool. The method may include collecting a dataset and training the GAN model with records of previous contact between the user and the contact center relating to the online tool, the user's posts on social media relating to the online tool, and the user's answers to a survey provided by the organization relating to use of the online tool. A processor may run the GAN model to provide a suggestion to the agent before and during the contact center communication with the user for how to best interact to enhance the user's experience.

CPC Classifications