New developments in the use of artificial intelligence to support call centre operations: the Boost.ai’s GenAI as an advanced customer support solution
As a leading technology partner of Boost.ai, a conversational AI solutions provider, we are excited about the integration of the new Generative Action (GenAI) functionality that Boost.ai will be introducing into its conversational AI customer support services at the end of May. This will update and upgrade the capabilities of its conversational commerce platform, which now offers enhanced security features and other functionality to businesses using generative AI.
Generative AI is revolutionising customer service and creating new opportunities to support call and contact centre operations. However, around 80% of CEOs still struggle to deploy it quickly due to the associated risks and uncertainties. To address this, new approaches are being put deployed that combine the use of generative AI with the best management practices of traditional conversational AI, which Boost.ai has integrated into its Generative Action technology.
Based on Large Language Model (LLM) technology, Generative Action enables more personal and effective interactions between virtual agents and customers. The new GenAI system incorporates a range of security features to ensure that every conversation is both productive and compliant with the most stringent industry standards. Through advanced API integrations, it enhances a number of technical areas such as content management, risk management and conversation optimisation.
It is based on four key technology pillars that enhance the user experience, enabling improved real-time responsiveness and control over the entire operation:
1. Knowledge and instructions: includes several benefits, including improved control, real-time sentiment analysis, a safe and secure way to use GenAI, and quick deployment. It also allows for content reuse, simplifying the process of creating and adapting content.
2. Guardrails: help the virtual agent avoid unwanted behaviour - such as hallucinating, responding to malicious users, or giving out financial advice.
3. Action hook: allow the virtual agent to obtain additional information - from predefined sources by following predefined code.
4. API hook: enables the virtual agent to trigger predefined action flows to ensure you know exactly how the agent will respond when it matters.
Matjaž Možina, CEO of 2Mobile, emphasizes the importance of this integration for the future of customer support: "By introducing GenAI into the operations supported by the Boost.ai platform, companies can automate up to 90% of inbound queries, which greatly increases the efficiency of their call centres or customer service departments. This not only improves the customer experience but also allows their agents to focus on more complex tasks.
This innovation is a valuable asset for our clients that provide Boost-based support, as it allows them to keep pace with developments in the use of AI in conversational commerce and provide great customer service while keeping up with developing technology trends.”
Generative Action will be available to our subscribers starting 23 May. With the advancements in conversational AI technology, Boost.ai is delivering on its commitment to continuously evolve customer service and optimise the customer experience at all levels. For a more detailed look at what's new, we recommend watching the presentation webinar.
More innovations that Boost.AI is introducing in its technology solutions will be presented in June, following Boost's traditional annual academy held in Oslo.
