Two tech startups, TalkVia AI And a2b Transformation have joined forces to tackle the job shortage in Australia with Generative Pre-trained Transformer (GPT) powered digital workers for customer service roles.
Queensland-based TalkVia AI streamlines customer service conversations using artificial intelligence and helps businesses engage with customers at scale.
Victorian tech co a2b Transformation provides companies with digital technology and solutions using automation, AI and robotics.
The pair are working together to build an army of generative artificial intelligence-enabled digital workers as an all-in-one solution for companies struggling with the current economic slump.
GPT is the AI technology behind OpenAI’s instant hit, ChatGPT, which people use to write everything from business pitches to lyrics and homework.
TalkVia AI founder Ray Guy said the skills shortage had particularly affected the customer service industry.
“People can’t get enough staff, so we’re trying to ease the pressure on contact centers by using AI online and over the phone,” he said.
“The upcoming release of GPT-4 will revolutionize the way businesses work, streamlining processes and taking efficiency to new heights.”
TalkVia AI has been working with large language models since 2019.
Guy said the A2B Transformation partnership was critical to proper technology setup and integration across different business models.
“Traditionally, it’s been a problem of management saying, ‘Let’s just use AI,'” he said.
Guy believes it is imperative to implement a strategy that helps existing staff adapt to a hybrid workforce.
“A2B Transformation is a specialist in that field, so it made perfect business sense to join forces,” he said.
TalkVia AI is now running with a new partnership, rebranding by adding AI to its name and launching a new website.
“We wanted to make sure that when we deliver solutions, someone there can look at it from the operational perspective of the specific company,” said Guy.
A2B Transformation Managing Director Liam Kelly said the pressure on staff due to Covid-19 had increased interest in AI technologies.
“It’s almost like a perfect storm for the onset of hyperautomation,” he said.
Kelly said there is a huge opportunity for companies to embrace AI as customers grow tired of long wait times and poor service. Are CEO Anthony Giannoccaro agrees.
“This is more about adoption and AI is becoming the new normal by offering robots as a service,” he said.
TalkVia AI competes with big names like Google, Amazon and Microsoft, using the technology created over the past five years.
Guy believes his team has developed the world’s best conversational AI platform by focusing on two things: building a single piece of technology that can be deployed on any device and delivering high-quality customer interaction.