How can GenAI enable large-scale innovation in customer service? How do you evaluate the performance of a GenAI system used by thousands of customers a month, and what’s the most effective way to create safeguards that prevent hallucinations? What are the challenges in gaining customer acceptance, and winning their trust in AI conversations?
In 2023, Parloa successfully launched Europe’s largest GenAI-driven conversational FAQ service, for a multinational enterprise organization. This organization has more than 50 million customers in 30 countries, and they wanted a step change in their customer conversation service. Our innovative GenAI FAQ product has set a new standard in customer support, and we’d like to share our learnings with the ETLS community.
We’ll take a deep dive into:
- The major build hurdles we encountered, and how we addressed them
- How we measure the performance and effectiveness of the GenAI system
- The safeguards we’ve put in place to prevent hallucinations, and maintain the integrity of generated content
- How we’ve tackled significant challenges in gaining customer acceptance, focussing on concerns like data privacy and confidence in AI-generated responses
And we’ll explain how GenAI emerged as the indispensable solution for our customer’s problems, and why conversational AI is going to be so important in our industry.
