Simplr Introduces Cognitive Paths to Safeguard ChatGPT
Simplr Inc., a provider of customer experience technology powered by chatbots, has launched Cognitive Paths, its latest integration of generative artificial intelligence. The technology is created in partnership with OpenAI LP's GPT-4, the AI responsible for ChatGPT, which has been rapidly integrated into various industries since its launch in November 2022.
ChatGPT's ability to answer questions and prompts conversationally has made it the perfect tool for the customer service industry. However, many companies are cautious when using generative AI in customer interactions because of the risk of AI hallucinations. These hallucinations happen when the AI cannot answer a particular question or query, resulting in false or made-up responses, leading to a higher risk of damage to the company's reputation.
Cognitive Paths can prevent such hallucinations, as it is governed by a set of strict AI parameters, which guide the chatbot towards the appropriate customer resolution without any risk of generating false information. As a result, Simplr's Cognitive Paths offers comprehensive safeguards for businesses using ChatGPT for customer interactions.
How Cognitive Paths Works
Cognitive Paths works by generating a unique, proprietary dataset for each customer. This serves as an extensive, curated knowledge base that's built on highly targeted and customized datasets. The LLM then pulls information from specific datasets that relate to the nature of the customer's interaction. By reducing the available information, the chatbot can access it limits the risk of AI hallucination.
Automating Customer Service
Cognitive Paths will enable customer service chatbots to automate resolutions to even more complex issues. According to Amit Sood, Simplr's chief technology officer, the technology will change the conversation around AI chatbots. He added that Cognitive Paths will expand the types of customer interactions that can be effectively resolved through automation, and customer service leaders can rest assured that their brand, CX, and reputation will only improve through quicker, more impactful customer resolutions.
Simplr says that Cognitive Paths can handle level 2 complex inquiries that include technical support scenarios and upsell and cross-sell opportunities, automating many types of inquiries and questions that other chatbots cannot do.
In conclusion, Cognitive Paths has integrated safeguards that guide ChatGPT towards the right customer resolution without hallucinations. Furthermore, this technology expands the types of customer interactions that can be resolved through automation, and customer service leaders can rest assured that their brand, CX, and reputation will only improve through quicker, more effective customer resolutions.
