So many of us have interacted with customer support chatbots, and it’s safe to say that we’ve collectively had a few disappointing experiences along the way. Previous generations of chatbots were somewhat mindless, and seemed far more likely to produce wrong answers or tell us they didn’t understand us than help us complete our inquiry. Thanks to conversational artificial intelligence (AI) bolstered by large language models (LLMs) such as ChatGPT, the era of the "dumb chatbot" could be drawing to a close.
In this vein, customer messaging platform company Quiq recently announced the release of Conversational Customer Experience (CCX), its next generation of conversational AI based upon LLMs. Quiq’s CCX delivers ChatGPT-like natural language interactions specifically tailored to a company’s unique needs through Assistants, the smarter next generation of chatbots. Unlike traditional chatbots, Assistants can understand a customer’s question and context and generate personalized natural language responses that specifically answer the question asked.
“We’ve all seen the amazing ability of ChatGPT to read and write language,” said Quiq founder and CEO Mike Myer. “ChatGPT has the potential to revolutionize internet searching, but many business leaders worry it’s not fit to answer their customers’ questions. That’s because customer service issues require 100% accurate answers, not guesses based upon stale data from the internet, which is much of what ChatGPT knows. It can’t always help customer experience leaders improve their current chatbot experience. But there is a solution - Quiq Conversational Customer Experience.”
Quiq Assistants provide sophisticated question-and-answer capabilities because they are built with LLMs, like ChatGPT. The difference is that Quiq’ CCX combines the language prowess of LLMs with a company’s up-to-date internal information, not older internet data, according to the company. Since the out-of-date publicly available information the LLM was trained on is stripped away, the risk of producing wrong answers is eliminated.
With Quiq Assistants, noted the company, up to 80% of customers’ questions are resolved with personalized responses powered by the latest LLM technology. The interactions with Assistants involve language understanding and generation beyond anything that was possible before. As a result, customers can get accurate, concise, personalized answers to their questions, not just a canned knowledgebase article.
Edited by Alex Passett