Once the chat is initiated, the intelligent virtual assistant (IVA) will generate an appropriate welcome response to the customer. In this example, we see that the customer wants to change their payment due date.
Providing Responses with Empathy for the Customer
LLMs can also provide empathetic responses to customers, helping to elevate the conversational customer experience. By understanding the customer’s needs and providing a human-like response, using LLMs, the intelligent virtual assistant can make customers feel heard and valued.
So we respond that ‘We understand that it’s difficult to manage these payments’. We are able to provide that empathy so that we can provide the next level of conversational customer experience. The next step is to finish out this flow and finish helping the user.
Using the Knowledge Base FAQ
Using the LLM, the intelligent virtual assistant is able to answer additional questions. Being connected to the company’s knowledge base, the IVA is able to efficiently find the right Frequently Asked Questions (FAQ) and provide an accurate response right back to the user.
Not only are you driving agent efficiency and agent experience, but you’re also developing the next level of customer experience as well.
Ending the Conversation With the Customer
With the main requests fulfilled, we can ask and see if there is anything else that we can help the customer with. Once the conversation is over, we can see that the customer doesn’t need anything else, so we’re going to end the conversation.
Automating the Call Summary Report for the CRM
The ‘wrap-up notes’ are summarized so you can save it in a Customer Relationship Management (CRM) program. By doing this, we are driving massive efficiency through the contact center, and really elevating both the agent and customer experience.
The Business Value of Large Language Models
LLMs are a valuable tool for businesses to automate their customer service process and provide a better customer experience while also driving efficiency in their contact centers. By providing empathetic responses, quick access to information, and streamlining the entire process, LLMs can help businesses keep up with the demands of their customers and stay ahead of the competition.
The Kore.ai XO Platform empowers businesses to build advanced virtual assistants that generate natural responses with minimal development efforts. By harnessing the power of Large Language Models (LLMs) and Generative AI technologies, the platform assists in every step of Intelligent Virtual Assistant (IVA) development, thereby reducing operational efforts and achieving results in a shorter time.
Ready to achieve a faster time-to-market? Try Kore.ai today!
This post originally appeared on TechToday.