Simplr has unveiled advanced artificial intelligence (AI) capabilities coupled with safety measures known as Cognitive Paths to ensure secure and responsible use of the technology. This enhancement enables Simplr to automate more complex inquiries and promote cross-selling and upselling, outperforming other business process outsourcing (BPO) providers in terms of automation rates while delivering exceptional customer experiences.
"Simplr's Cognitive Paths changes the conversation, both literally and figuratively. For the first time, the full promise of AI within customer service can be fulfilled. Due to our extensive experience in using AI to turn our human agents into first-rate customer service representatives, Cognitive Paths dramatically expands the types of customer interactions which can be effectively resolved through automation. At the same time, customer service leaders can rest easy knowing their brand, CX, and reputation will only improve through quicker, more impactful customer resolutions," said Amit Sood, CTO, Simplr.
Although the use of generative AI, such as ChatGPT, in customer service can enhance efficiency and effectiveness, it has also become evident that if left unregulated, it can harm a company's relationship with its customers and damage its brand reputation. The tendency of generative AI to produce irrelevant and off-topic responses means that the potential risks to brand reputation and legal liabilities associated with the technology currently outweigh the benefits to customer experience.
Cognitive paths to the rescue
Simplr's launch incorporates OpenAI's ChatGPT, along with AI-training parameters entitled Cognitive Paths, to ensure that the chatbot technology directs customers to the right resolution without producing irrelevant or inaccurate responses. By limiting the amount of information available to the LLM-powered chatbot, Cognitive Paths reduces the risk of hallucination, and strict security protocols prevent the transfer of any customer data to publicly available LLMs. Businesses can thus safely and securely leverage generative AI without compromising the confidentiality of sensitive customer data.
Cognitive Paths also utilizes data gathered from Simplr's past experience in optimizing its outsourced human workforce. This includes analyzing complex inquiries previously categorized as "Level 2" and identifying opportunities for upselling and cross-selling.
Not too long ago, Simplr released a study and found that customer service was generally disappointing across different industries during the 2022 holiday season.
