Linc Integrates OpenAI GPT Into Its CX Automation Platform

Linc Takes Customer Experience Automation to the Next Level With OpenAI GPT Integration

We're thrilled to announce the launch of our latest platform update incorporating OpenAI’s GPT large language model, enhancing our already powerful conversational AI capabilities. 

This new product update enables Linc to seamlessly leverage the continued advancements in generative AI as part of its overall CX automation solution, taking customer experience automation genuinely to the next level.

 Specifically, Linc’s incorporation of OpenAI’s GPT-3 model focuses on the following areas:

  1. Improving the quality and coverage of informational answers 
  2. Making conversations even more natural
  3. Improving productivity in AI workforce training (ie. instead of building individual custom responses, just submit pre-existing articles)

The GPT-3 model leapfrogs conventional AI models, making the delivery of knowledge applications even more conversationally natural and accurate. In particular, product questions, service policy questions, and brand stories are just a few example use cases within the knowledge application category, where generative AI dramatically improves the conversation quality.

Linc platform customers are able to leverage generative AI models where they fit best; and additionally, still have control over conversations and the ability to automate workflow applications that OpenAI models are not designed for, all within one solution.


Customer service in the retail industry has been transforming significantly as brands continue to leverage AI. It will only accelerate now with the recent advancements in generative conversational AI.

Tools like ChatGPT are only one ingredient to successful CX automation, and businesses need to understand what it powers before rushing into an investment. Incorporating it into Linc’s platform allows for a synchronous solution that brings together all the pillars needed to see CX automation succeed.

Our timely implementation of the OpenAI GPT-3 model helps solve the retail industry's two biggest challenges:

  • increasingly high customer expectations
  • market driven cost reductions

Automation has been, and will be, instrumental in delighting customers while keeping costs under control. 

We're excited to see the impact our latest updates will have on the industry and dedicated to helping our customers truly excel.

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