Overview
Observe.AI has released a contact centre language model (LLM) that uses data from customer interactions to reduce errors inherent in generic LLMs-based generative AI services. The model was trained on a specific dataset and redacted to exclude the private information of customers. The company claims that its accompanying generative AI tools outperformed those of OpenAI’s GPT-3.5 on accuracy, with a 35% higher accuracy rate for conversation summarisation and a 33% higher rate for sentiment analysis. Observe.AI’s generative AI suite comprises three tools: an internal conversational search engine for contact centre employees; a summary of customer interactions; and automated coaching notes and suggestions generated after calls.