The grim prediction comes from K Krithivasan, head of Indian IT giant Tata Consultancy Services (TCS). The second-largest company in India by market cap, it has more...
Call centres exist because people can’t get the help they need by searching. Take away call centres, and you’re just making it more difficult for customers.
We handle support in our company as part of our day to day. By and large the bulk of support is people simply leaning on us, rather than relying on common sense, or using the docs. Only a small percent is what would be considered essential.
However, each industry is different. This is just ours.
Generative AI could easily help the bulk of our support load.
We’re experimenting with retrieval augmented generation for early inquiries right now. We get hundreds of inquiries that could be answered by looking at the website/docs and Q&A models with extractive or abstract approaches, or newer generative approaches are good at handling them.
Looked at four models last week, 2 vendors and 2 open source solutions, it’s very promising. Very high accuracy with extractive approaches to simple queries, an email answering bot that links to our live website, along with an offer to talk to a real person could help us out a lot.
Remember back in the early days of the internet, when FAQs had frequently asked questions, and were updated in response to calls? Pepperidge farms remembers.
Call centres exist because people can’t get the help they need by searching. Take away call centres, and you’re just making it more difficult for customers.
Since when has that stopped any corporation from doing anything?
We handle support in our company as part of our day to day. By and large the bulk of support is people simply leaning on us, rather than relying on common sense, or using the docs. Only a small percent is what would be considered essential.
However, each industry is different. This is just ours.
Generative AI could easily help the bulk of our support load.
We’re experimenting with retrieval augmented generation for early inquiries right now. We get hundreds of inquiries that could be answered by looking at the website/docs and Q&A models with extractive or abstract approaches, or newer generative approaches are good at handling them.
Looked at four models last week, 2 vendors and 2 open source solutions, it’s very promising. Very high accuracy with extractive approaches to simple queries, an email answering bot that links to our live website, along with an offer to talk to a real person could help us out a lot.
I always love how they make you go through a labrinythian menu before you get to a human as if I hadn’t already exhausted all options to help myself.
Remember back in the early days of the internet, when FAQs had frequently asked questions, and were updated in response to calls? Pepperidge farms remembers.