Story
OpenAI
General ElectricOpenAI at General Electric: Spoken Interfaces
General Electric, an industrials organization in the United States, uses Custom GPTs from OpenAI to support customer and product conversations for product and contact center teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in customer and product conversations sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Custom GPTs is the governed place product and contact center teams use for customer and product conversations |
| Capability | New joiners can see how customer and product conversations actually runs |
Story
General Electric grew spoken interfaces faster than the local tools around it. From the United States, industrials teams still had to serve customers and internal partners who expected a straight answer. Product and contact center teams were the ones stitching the picture together by hand.
Rolling out Custom GPTs put customer and product conversations on OpenAI. OpenAI develops foundation models and ChatGPT Enterprise, used by companies to build assistants, analyze documents, and speed knowledge work. General Electric keeps the product in the path where work already happens, so product and contact center teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier customer and product conversations. Spoken interfaces is easier to inspect, and adjacent groups can join product and contact center teams without a guided tour of someone's desktop.
