--- title: Deterministic AI and Generative AI in the Contact Center (Enterprise Connect Recap) – WebRTC.ventures description: While the AI hype was more or less the same at Enterprise Connect this year, there has definitely been progress in turning that hype into reality. This was especially true around Deterministic AI and Generative AI in the contact center. Arin shares his takeaways from the conference. image: https://blog.webrtc.ventures/hubfs/Imported_Blog_Media/Deterministic-AI-and-Generative-AI-in-the-Contact-Center-1.png --- [Skip to content](https://blog.webrtc.ventures/2024/03/deterministic-ai-and-generative-ai-in-the-contact-center-enterprise-connect-recap#main-content) ![WebRTC.ventures](https://blog.webrtc.ventures/hubfs/logo-main-light.svg) - [WebRTC Services](https://webrtc.ventures/webrtc-development-services/) Show submenu for WebRTC Services - [Assess](https://webrtc.ventures/services/assess/) - [Build](https://webrtc.ventures/services/build/) - [Integrate](https://webrtc.ventures/services/integrate/) - [Test](https://webrtc.ventures/services/test/) - [Manage](https://webrtc.ventures/services/manage/) - [Migrating From Twilio Video](https://webrtc.ventures/twilio-video/) - Our Partners Show submenu for Our Partners - [Amazon Chime SDK](https://webrtc.ventures/partners/amazon-chime-sdk/) - Stories of Success Show submenu for Stories of Success - [Remote Video Interpreting Platform with Agent Routing](https://webrtc.ventures/successes/remote-video-translation-platform/) - [WebRTC to SIP Gateway for ASL Interpreters](https://webrtc.ventures/successes/webrtc-to-sip-gateway-for-asl-interpreters/) - [Audio Listening Device to Improve Surgical Outcomes](https://webrtc.ventures/successes/audio-listening-device-to-improve-surgical-outcomes/) - [Albania’s First Telemedicine Platform](https://webrtc.ventures/successes/albanias-first-telemedicine-platform/) - [Automated Video Storytelling with the Amazon Chime SDK](https://webrtc.ventures/successes/automated-video-storytelling-with-the-amazon-chime-sdk/) - [Large Scale Video Conferencing](https://webrtc.ventures/successes/large-scale-video-conferencing/) - [Broadcasting and Webcast Control Room](https://webrtc.ventures/successes/live-video-broadcasting-and-webcast-control-room/) - WebRTC Resources Show submenu for WebRTC Resources - [WebRTC Live](https://webrtc.ventures/webrtc-live/) - [WebRTC Tips](https://www.youtube.com/playlist?list=PLayYqdnyegt3QvxX-Rt6wbFIK8727Z5Oz) - [WebRTC.ventures Blog](https://webrtc.ventures/blog/) - [Migrating From Twilio Video](https://webrtc.ventures/twilio-video/) - [WebRTC.ventures Training Program](https://webrtc.ventures/webrtc-ventures-training-program/) - [About Us](https://webrtc.ventures/our-team/) Show submenu for About Us - [Blog](https://webrtc.ventures/blog/) - [Our Team](https://webrtc.ventures/our-team/) - [Jobs](https://webrtc.ventures/jobs/) Open main navigation Close main navigation - [WebRTC Services](https://webrtc.ventures/webrtc-development-services/) Show submenu for WebRTC Services - [Assess](https://webrtc.ventures/services/assess/) - [Build](https://webrtc.ventures/services/build/) - [Integrate](https://webrtc.ventures/services/integrate/) - [Test](https://webrtc.ventures/services/test/) - [Manage](https://webrtc.ventures/services/manage/) - [Migrating From Twilio Video](https://webrtc.ventures/twilio-video/) - Our Partners Show submenu for Our Partners - [Amazon Chime SDK](https://webrtc.ventures/partners/amazon-chime-sdk/) - Stories of Success Show submenu for Stories of Success - [Remote Video Interpreting Platform with Agent Routing](https://webrtc.ventures/successes/remote-video-translation-platform/) - [WebRTC to SIP Gateway for ASL Interpreters](https://webrtc.ventures/successes/webrtc-to-sip-gateway-for-asl-interpreters/) - [Audio Listening Device to Improve Surgical Outcomes](https://webrtc.ventures/successes/audio-listening-device-to-improve-surgical-outcomes/) - [Albania’s First Telemedicine Platform](https://webrtc.ventures/successes/albanias-first-telemedicine-platform/) - [Automated Video Storytelling with the Amazon Chime SDK](https://webrtc.ventures/successes/automated-video-storytelling-with-the-amazon-chime-sdk/) - [Large Scale Video Conferencing](https://webrtc.ventures/successes/large-scale-video-conferencing/) - [Broadcasting and Webcast Control Room](https://webrtc.ventures/successes/live-video-broadcasting-and-webcast-control-room/) - WebRTC Resources Show submenu for WebRTC Resources - [WebRTC Live](https://webrtc.ventures/webrtc-live/) - [WebRTC Tips](https://www.youtube.com/playlist?list=PLayYqdnyegt3QvxX-Rt6wbFIK8727Z5Oz) - [WebRTC.ventures Blog](https://webrtc.ventures/blog/) - [Migrating From Twilio Video](https://webrtc.ventures/twilio-video/) - [WebRTC.ventures Training Program](https://webrtc.ventures/webrtc-ventures-training-program/) - [About Us](https://webrtc.ventures/our-team/) Show submenu for About Us - [Blog](https://webrtc.ventures/blog/) - [Our Team](https://webrtc.ventures/our-team/) - [Jobs](https://webrtc.ventures/jobs/) - [Contact us](https://webrtc.ventures/contact/) [Contact us](https://webrtc.ventures/contact/) Mar 28, 2024 12:00:00 AM # Deterministic AI and Generative AI in the Contact Center (Enterprise Connect Recap) [ArinSime](https://blog.webrtc.ventures/author/arinsime) Share: [linkedin-in icon](http://www.linkedin.com/shareArticle?mini=true&url=https://blog.webrtc.ventures/2024/03/deterministic-ai-and-generative-ai-in-the-contact-center-enterprise-connect-recap) [X Twitter icon](https://twitter.com/intent/tweet?url=https://blog.webrtc.ventures/2024/03/deterministic-ai-and-generative-ai-in-the-contact-center-enterprise-connect-recap) [envelope icon](mailto:?body=https://blog.webrtc.ventures/2024/03/deterministic-ai-and-generative-ai-in-the-contact-center-enterprise-connect-recap) At [Enterprise Connect 2024](https://enterpriseconnect.com/), I saw the latest updates around AI in enterprise communications. It was an interesting contrast to my 2023 visit to the same conference. While the hype was more or less the same, there has definitely been progress in turning that hype into reality. This was especially true around Deterministic AI and Generative AI in the contact center.  As you might guess from the name, the annual Enterprise Connect conference is focused on large enterprises. Our team at [WebRTC.ventures](https://webrtc.ventures/) works with enterprise companies, but we also build video and communications apps for startups and mid-market companies who have different needs and experiences. I say this just to note that these observations are skewed toward the larger enterprises out there. For smaller organizations, many of these same ideas apply. But you’ll need to be more focused on how you invest in AI to ensure you get an appropriate return. That being said, here are some of my takeaways from the conference. ## A push for uniting enterprise data with AI One trend discussed by a couple of speakers was how AI will drive the unification of back office and front office processes. Front office operations like contact centers are one of the early adopters of AI because of the benefits it promises in reducing call volume, enabling more customer self-service, and helping human agents to resolve customer issues more quickly. But it’s hard for a voicebot to properly serve a customer if they don’t have access to the right information. So that LLM needs some access to backend systems and corporate data in order to gain the information needed. For this reason, there were large vendors like Zoom at the conference pitching the unification of back office and front office solutions. Naturally, they make a self-serving pitch to buy their solutions so that you have a single provider across back office and front office. Their various AI tools can then be the glue between those systems for you. This opens up a set of risks as you try to make sure that the data LLMs are trained on is relevant and useful, but also has the proper security around it to prevent the release of sensitive data to a customer via the bot. This will doubtless keep many consultants and prompt engineers busy as these systems grow! ## The most immediate value of AI is still internal While AI in customer-facing scenarios gets a lot of attention, it’s also clear that the lower risk and most immediate implementations of AI in the enterprise are still around making internal tasks easier. Meeting transcripts which provide action items and separate notes for each attendee is a good example. This can save a lot of time, and the impact is pretty minimal if something goes wrong.  Even on the customer-facing side, a call transcript and sentiment analysis can be useful, but are also low-risk when mistakes are made. Agents can typically edit those transcripts to correct errors. Even [Agent Assist](https://webrtc.ventures/2024/02/building-ai-agent-assist-with-symbl-ai-nebula-llm-and-amazon-connect/) applications can be ignored when the intended help for the human agents misses the mark. ## Deterministic AI can handle the low-hanging fruit One session I enjoyed was a case study about Marriott Vacations using [Amelia.ai](http://amelia.ai) in their contact center. They estimated a savings of $1-$2 on each call – just by having the bot authenticate the customer instead of a human agent verifying the caller. That’s an AI implementation that sounded very deterministic to me since it’s based on predictable questions and answers, such as “please tell me your birthday” or “what is your name?” > [ChatGPT](https://chat.openai.com/) explains the difference between deterministic and generative AI: “Deterministic AI focuses on producing consistent and predictable outcomes based on predefined rules or algorithms. Generative AI specializes in creating new and often unpredictable content by learning from data and incorporating randomness or variability in its processes. The presenter pointed out that deterministic paths are great for easy questions. But they also made the interesting points that Generative AI can still help us in a deterministic path. For instance, a purely deterministic path would struggle in this situation: - *Bot:* What is your birthday? - *Customer:* I just want to check my balance - *Bot:* I don’t understand, what is your birthday? A more generative AI might better handle unexpected responses and be able to respond in a more human way, such as: - *Bot:* What is your birthday? - *Customer:* I just want to check my balance - *Bot:* I understand. However, before I can give you the statement balance, I need to verify your identity. Knowing your birthday is one of the questions I need to ask to verify your identity. What is your birthday? Focusing initially on deterministic paths can really help your business get quick efficiency gains. But you shouldn’t stop there: adding in some generative AI to help make the responses more human results in a more pleasant customer experience.  ## The time to try GenAI is now In one of the keynote fireside talks, Kevin Shatzkampf of Google Cloud’s Conversational AI Engineering team said (paraphrasing here):  > “The right time to jump into GenAI, or the worst time, is always based on your risk tolerance. There will be no perfect time to jump in where the pace of change has paused. The rate of change will continue to grow!” In other words, you’re wasting time if you’re waiting for GenAI to stabilize so much that you can pick an architecture and strategy and stick with it for the foreseeable future. You need to accept the fact that you will incur technical debt and you will need to keep revisiting and revising your GenAI implementations and vendor choices. But, the potential value is so high that you need to at least get started. ## Stay focused on customer value Although you do need to “play” with AI a bit to understand it and see the potential it offers your business and your customers, multiple speakers emphasized the importance of staying focused on how it will provide customer and business value. You wouldn’t put out an RFP that says, “give me an open-ended budget to build the shiniest thing with the latest tech”. (Or if you do, please send it to me!) Instead, you need to identify the problems you are trying to solve, i.e., reduced call times, improved containment rates, or increased NPS. Then, look for specific areas that generative AI and LLMs can add value and help solve those problems. ## Contact our team build your intelligent communication application At WebRTC.ventures, we are experts in [building custom video and voice applications](https://webrtc.ventures/services/build/) and we have built many “click to call” style implementations. We have helped [integrate WebRTC communications](https://webrtc.ventures/services/integrate/) into many corporate and customer contact implementations and also frequently work with our partners such as [Symbl.ai](https://webrtc.ventures/partners/symbl-ai/) to integrate intelligence into those applications for things like call summaries, analytics, and more.  **Our team can apply a decade of experience with WebRTC to your unique situation, and help you assess, build, test, deploy and manage a unique communications solution. [Contact us today!](https://webrtc.ventures/contact/)** [CPaaS](https://blog.webrtc.ventures/tag/cpaas), [Managed Services](https://blog.webrtc.ventures/tag/managed-services), [Events](https://blog.webrtc.ventures/tag/events), [Video Conferencing](https://blog.webrtc.ventures/tag/video-conferencing), [Real Time Weekly](https://blog.webrtc.ventures/tag/real-time-weekly), [WebRTC Architecture](https://blog.webrtc.ventures/tag/webrtc-architecture), [Broadcasting](https://blog.webrtc.ventures/tag/broadcasting), [Medical](https://blog.webrtc.ventures/tag/medical), [WebRTC Live](https://blog.webrtc.ventures/tag/webrtc-live), [Showcase](https://blog.webrtc.ventures/tag/showcase), [Thoughts](https://blog.webrtc.ventures/tag/thoughts), [Vonage](https://blog.webrtc.ventures/tag/vonage), [Daily](https://blog.webrtc.ventures/tag/daily), [Jobs](https://blog.webrtc.ventures/tag/jobs), [Contact Centers](https://blog.webrtc.ventures/tag/contact-centers), [Telehealth](https://blog.webrtc.ventures/tag/telehealth), [Education](https://blog.webrtc.ventures/tag/education), [Technical](https://blog.webrtc.ventures/tag/technical), [General](https://blog.webrtc.ventures/tag/general), [Story of success](https://blog.webrtc.ventures/tag/story-of-success), [The WebRTC.ventures Blog](https://blog.webrtc.ventures/tag/the-webrtc-ventures-blog), [Testing](https://blog.webrtc.ventures/tag/testing), [Gaming](https://blog.webrtc.ventures/tag/gaming), [DevOps](https://blog.webrtc.ventures/tag/devops), [Symbl.ai](https://blog.webrtc.ventures/tag/symbl-ai) ## Related posts [![](https://blog.webrtc.ventures/hs-fs/hubfs/Imported_Blog_Media/Conversational-Bots-Bring-Warmth-to-Technical-Writing.png?height=200&name=Conversational-Bots-Bring-Warmth-to-Technical-Writing.png)](https://blog.webrtc.ventures/2023/10/conversational-ai-bots-bring-warmth-to-technical-writing) ## [Conversational AI Bots Bring Warmth to Technical Writing](https://blog.webrtc.ventures/2023/10/conversational-ai-bots-bring-warmth-to-technical-writing) [Margarita Serrano](https://blog.webrtc.ventures/author/margarita-serrano) Oct 5, 2023 12:00:00 AM Our team at WebRTC.ventures recently partnered with NLX.ai, an enterprise conversational AI... [Read more](https://blog.webrtc.ventures/2023/10/conversational-ai-bots-bring-warmth-to-technical-writing) [![](https://blog.webrtc.ventures/hs-fs/hubfs/Imported_Blog_Media/WebRTC-Live-77-1.png?height=200&name=WebRTC-Live-77-1.png)](https://blog.webrtc.ventures/2023/03/watch-webrtc-live-77-low-code-for-customer-engagement-with-vonage-ai-studio) ## [Watch WebRTC Live #77: Low Code for Customer Engagement with Vonage AI Studio](https://blog.webrtc.ventures/2023/03/watch-webrtc-live-77-low-code-for-customer-engagement-with-vonage-ai-studio) ![Picture of Jen Oppenheimer](https://blog.webrtc.ventures/hs-fs/hubfs/Our-Team-Jen.jpg?width=50&name=Our-Team-Jen.jpg) [Jen Oppenheimer](https://blog.webrtc.ventures/author/jen-oppenheimer) Mar 15, 2023 12:00:00 AM On March 15, 2023 Arin welcomed Vonage Developer Advocate, Diana Pham to talk about and demo low... [Read more](https://blog.webrtc.ventures/2023/03/watch-webrtc-live-77-low-code-for-customer-engagement-with-vonage-ai-studio) [![](https://blog.webrtc.ventures/hs-fs/hubfs/Imported_Blog_Media/WebRTC-Live-88.png?height=200&name=WebRTC-Live-88.png)](https://blog.webrtc.ventures/2024/02/watch-webrtc-live-88-how-webrtc-and-llms-combine-to-lift-human-conversation-performance) ## [Watch WebRTC Live #88: How WebRTC and LLMs Combine to Lift Human Conversation Performance](https://blog.webrtc.ventures/2024/02/watch-webrtc-live-88-how-webrtc-and-llms-combine-to-lift-human-conversation-performance) ![Picture of Jen Oppenheimer](https://blog.webrtc.ventures/hs-fs/hubfs/Our-Team-Jen.jpg?width=50&name=Our-Team-Jen.jpg) [Jen Oppenheimer](https://blog.webrtc.ventures/author/jen-oppenheimer) Feb 21, 2024 12:00:00 AM As language learning models, such as Symbl.ai’s Nebula LLM, continue to evolve, there is greater... [Read more](https://blog.webrtc.ventures/2024/02/watch-webrtc-live-88-how-webrtc-and-llms-combine-to-lift-human-conversation-performance) ### WebRTC.Ventures Services ... - Assess - Build - Integrate - Test - Deploy & Manage ### Contact Us ... **Video should be an opportunity, not a headache.** We’re here to build, integrate, assess and optimize, test, and even deploy and manage your live video application. [Contact us](https://blog.webrtc.ventures/2024/03/deterministic-ai-and-generative-ai-in-the-contact-center-enterprise-connect-recap#contact) ### WebRTC Live ... View [past episodes](https://blog.webrtc.ventures/webrtc-live/) of our webinar interview series about the latest webRTC use cases and technical updates. Join our mailing list to learn about upcoming episodes! ![WebRTC Live](https://blog.webrtc.ventures/hs-fs/hubfs/Template%20Images/widged-bannet.webp?height=90&name=widged-bannet.webp) ![logo-main-light](https://blog.webrtc.ventures/hubfs/logo-main-light.svg "logo-main-light") We’re one of the few agencies in the world dedicated to WebRTC development. This dedication and experience is why so many people trust us to help bring live video application dreams to life.   ### Let's get started! ###### **[Contact us today](https://webrtc.ventures/contact/)** **[info@webrtc.ventures](mailto:info@webrtc.ventures)** ### Join our mailing list We don't e-mail often (a few times a month max), and it will be worth it when we do! Of course, we respect your privacy and will not share your contact information. © 2023 WebRTC.ventures, an [AgilityFeat](https://agilityfeat.com/) company / [Privacy Policy](https://webrtc.ventures/privacy-policy//) ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "ArinSime", "url" : "https://blog.webrtc.ventures/author/arinsime" }, "dateModified" : "2024-04-03T17:54:28.589Z", "datePublished" : "2024-03-28T04:00:00.000Z", "headline" : "Deterministic AI and Generative AI in the Contact Center (Enterprise Connect Recap) – WebRTC.ventures", "image" : [ "https://blog.webrtc.ventures/hubfs/Imported_Blog_Media/Deterministic-AI-and-Generative-AI-in-the-Contact-Center-1.png" ], "mainEntityOfPage" : { "@id" : "https://blog.webrtc.ventures/2024/03/deterministic-ai-and-generative-ai-in-the-contact-center-enterprise-connect-recap", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://blog.webrtc.ventures/hubfs/logo-main-light.svg" } } } ```