7) Use LLMs like GPT-4 to supercharge the creation of a valuable AI assistant
There’s been a lot of excitement around the launch of generative AI tools like ChatGPT and Midjourney, which help anyone who’s not creative generate written content and images, but the real benefits for businesses lie within the LLMs (large language models) that sit behind these tools. One of the world’s leading financial institutions with £0.5 trillion in managed assets reduced customer support calls by 12% in just six weeks after going live with an AI assistant. Now, they (and you) can benefit from the gigantic knowledge pool of LLMs which are being used to come up with instant training data for AI assistants to learn and grow from, so you can train it even faster.
nb. Find a trusted provider to apply these latest developments for you safely, so your data is fully protected, and you only use tools and advanced AI they know you will directly benefit from.
8) Use integrations to tailor AI to your specific needs
When it comes to offering your customers the best service, there’s a problem with LLMs. They know all there is to know in the world, but they don’t know your business like you do. Even more crucial, they don’t know your customers like your support team does and it’s their knowledge that’s key to keeping your customers happy. That’s why advanced AI assistants are swiftly replacing rules-based chatbots. An intelligent AI assistant can be quickly and expertly integrated with all the business systems you already use to manage customer relationships. Calendars, booking and payment systems, and your CRM are just a few of the most common, but every industry has its own niche or self-made systems. The most advanced AI assistant will be able to use them all, just like you do.
9) Use conversational AI to support your team, not replace them
If you worry conversational AI encourages a loss of human contact, rest assured the most savvy AI providers are keeping a human in the loop. That’s a real person behind the scenes checking your AI assistant is serving your customers as well as your best team member ever has. Information an AI assistant provides is instant and accessible 24 hours a day, but must also be reliably correct, helpful, and solve a query from beginning to end without any input from your team. For more unusual queries or sensitive topics, your AI assistant should pass people to a real person using live chat, so it needs to be intelligent enough to know when an automated response isn’t possible or relevant or appropriate, and that’s why your team is more important than ever. They’re the ones who train your AI assistant to do the work they need it to do, so they can focus on more meaningful, profitable or rewarding work that helps grow your brand, your profits, and your stellar reputation.
You might have heard ChatGPT is able to pass law and business exams, so we know AI is now operating at a level that can feel like a threat to people, but it’s important to keep a steady head.
ContactBabel found few people in contact centres believe AI will replace customer service teams. They recognise how important it has become, but to support and assist teams like yours in providing a better service to customers.
