Got It AI, a leading player in the conversational AI space, has recently launched Agent Copilot, a revolutionary AI assistant designed to streamline customer service and sales operations.
Agent Copilot is a powerful tool that blends generative AI with guard rails, enabling agents to swiftly and accurately retrieve information from intricate knowledge sources. This results in improved customer interactions and faster response times, according to Peter Relan, chairman of Got It AI, in a conversation with VentureBeat.
The solution leverages Got It AI’s proprietary TruthChecker AI, which is engineered to detect and prevent inaccuracies in responses generated by large language models (LLMs).
Agent Copilot provides businesses with the ability to customize their AI experience by choosing from a variety of LLMs, including ChatGPT, GPT-4, Llama-2, MosaicML, and Flan-UL2. The selection of LLM can be customized to align with the specific knowledge base requirements and performance metrics against the relevant documents.
“Think of yourself as the pilot and the AI as your copilot,” Relan explained. “The primary applications are in sales and marketing, banking, and customer service.”
Moreover, Agent Copilot can be configured to integrate with a variety of data sources, such as PDFs, web pages, documents, and presentations, providing robust support for multi-turn dialogs based on the compiled knowledge base. For organizations concerned about data privacy, the solution also supports on-premise installation of enterprise-specific fine-tuned LLMs.
“The risks associated with incorrect information are simply too high,” Relan emphasized. “With Agent Copilot, we provide businesses with the opportunity to select the most suitable LLM for their needs, ensuring the highest level of accuracy and efficiency in their customer interactions.”
Relan also underscored the effectiveness of Got It AI’s TruthChecker, which significantly reduces hallucination rates in responses generated by the base model, resulting in near-human level accuracy for multi-turn dialogues in knowledge retrieval scenarios.
“The copilot can assist them in answering questions, like whether you have a deductible for your insurance or you can use out-of-network doctors or those things,” Relan said. “The agent typically has access to a knowledge database, or set of documents that could be web pages. Instead of searching through all that, imagine if you could surface it in a conversational way. The copilot’s job is to fetch the answer and present it.”
This makes the agent more productive, he added.
“We’re seeing beta customers deploy this because the alternative is longer calls,” Relan noted.
When asked about the pricing, Relan mentioned that the costs for such queries are starting to decrease.
Relan’s firm, which is focused on preventing generative AI from “hallucinating,” also emphasizes the importance of “guardrails.” These need to be in place to ensure transparency in the technology, so that if it does produce a wrong answer, it won’t be like a “black box” where you can’t determine its origin or its correctness.
“We have something we call a truth checker, which will actually verify the answers and provide an audit trail,” he explained.
Agent Copilot is built on Got It AI’s recommended future-proof architecture, Enterprise Large Language Model Architecture (ELMAR), and is currently undergoing an open beta program with several enterprises for Agent Assist use cases.
The solution is slated for a wide release in September 2023. Its features include knowledge base connectors to custom data sources and documents, a choice of LLMs, TruthChecker AI for hallucination detection, fluid conversational dialogues with mitigation and disambiguation, active learning and fine-tuning for optimal accuracy, on-premises deployment with open-source LLMs, and seamless integration with other agent, CX, and CRM solutions.
Relan revealed that large enterprises, financial services firms, and insurance firms are currently beta testing the solution.
“They are basically saying without the guardrails, we would not be considering this,” he added.
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Got It AI, a pioneer in the field of artificial intelligence, has taken a significant leap forward in enhancing customer service and sales operations with its new launch, “Agent Copilot.” Agent Copilot is an advanced AI solution that’s designed to assist customer service agents in handling inquiries and operations more efficiently.
With Agent Copilot, customer service representatives can accomplish many tasks with greater ease, such as answering queries, resolving complaints, and managing orders. It makes customer interactions smoother and more personalized, ensuring a heightened level of customer satisfaction. In essence, Agent Copilot becomes the virtual assistant to the human agent, supporting them in providing high-quality customer service.
On the sales front, Agent Copilot can make a significant difference. It enables faster processing of orders, keeping track of customer preferences, effectively managing inventories, and most importantly, providing crucial insights into customer behavior. Such insights will allow the sales team to design strategies that are more customer-centric and likely to drive sales growth.
“Artificial Intelligence is transforming business operations in almost every sector. We envision Agent Copilot playing a significant role in making customer service and sales more efficient and result-driven,” said Peter Relan, CEO, and founder of Got It AI.
As businesses increasingly interact with customers through digital platforms, AI has the potential to dramatically improve this interaction. Agent Copilot, developed using cutting-edge technology, operates on natural language processing (NLP), allowing the system to understand, interpret, and respond to human language.
Moreover, training an AI system like Agent Copilot is a time and cost-effective process. The system learns from past experiences and improves over time, making operations faster and more accurate. It frees customer service and sales agents from mundane tasks, allowing them to focus on areas requiring critical thinking and analysis.
Got It AI highlights that implementing Agent Copilot doesn’t mean replacing human agents entirely. “The idea is not to replace human agents, but to augment their capabilities. The blend of AI and human touch will definitely lead to better customer experiences,” affirms Relan.
In summary, Got It AI's latest offering, Agent Copilot, is set to propel customer service and sales operations into the future. By harnessing the power of AI, businesses can now expect to deliver exceptional customer service, drive sales growth, and ultimately, attain higher profitability. The launch of Agent Copilot marks an important milestone in the increasingly converging world of AI and customer service.