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Calabrio Announces Integration with OpenAI Technology for its Calabrio ONE Solution

By Tracey E. Schelmetic April 10, 2023

In call centers, AI-fueled analytics and automated workflows can help simplify the complexity of customer transactions. By reducing the amount of manual work agents undertake, agents can focus on the valuable customer interactions that drive brand loyalty and generate valuable insights.

Workforce management company Calabrio recently announced the integration of its Calabrio ONE contact center workforce solution with advanced artificial intelligence (AI) technology sourced from OpenAI’s ChatGPT and GPT-3 technology. In addition, Calabrio has stated that OpenAI’s GPT-4 is also being evaluated for product integration. The integration is expected to accelerate the potential of Calabrio’s proprietary AI and machine learning (ML) capabilities and the framework of its modern workforce performance solutions.

The Calabrio ONE workforce performance suite was designed in part to help companies better understand human interactions, empowering the contact center as a brand guardian. The solution strives to maximize agent performance, exceed customer expectations and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching.

Integrations with cutting-edge systems like OpenAI’s ChatGPT will supplement Calabrio’s collection of internally developed ML and AI product offerings. The Calabrio team currently has 16 AI and ML patents — from trend identification to predictive analytics — and continues to develop workforce performance solutions that help organizations scale their use of intelligent data, said the company.

“Calabrio’s long-tenured research, customer collaboration and partnerships with top-tier universities have established us as a pioneer in enterprise AI innovation for contact centers,” said Matt Matsui, Chief Product Officer of Calabrio. “For over a decade, our Innovation Center and product teams have been integrating with sophisticated AI and ML tools. Early beta testing of OpenAI solutions showcased tremendous potential to streamline contact center operations. We eliminate tedious, manual tasks, and provide strategic, data-driven insights at the blink of an eye.”

Matsui noted that the integration with GPT systems — such as ChatGPT — is another step forward in Calabrio ONE’s product evolution to amplify the agent experience and deliver the highest standard of customer support.

Edited by Alex Passett
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