Top Highlights

• In addition, these systems won’t necessarily require companies to change entire business processes; at first they will be used for discrete tasks only, which will make them much easier to adopt.
• resolutions per hour by agents who had been among the slowest 20% before introduction of the new system increased by 35%.
• The LLM monitored the online chats for specific phrases, and when one of them occurred, it based its responses on the information in the in-context learning system.
• As an additional safeguard, it didn’t respond to queries directly. Instead human agents were free to apply their common sense in deciding whether to use or ignore the LLM’s suggestions.
• Both the average number of issues resolved per hour and the number of chats an agent could handle simultaneously increased by almost 15%; the average chat time decreased by nearly 10%; and an analysis of the chat logs showed that immediately after the new system was implemented, customer satisfaction improved.

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