If 2023 was the year that Artificial Intelligence (AI) emerged as more than just theoretical speculation, 2024 will be the year AI cements its prominent position in the discourse surrounding technology.
Generative AI, a promising technology pioneered by OpenAI, Microsoft (NASDAQ: MSFT), and Alphabet (NASDAQ: GOOG), has seen slower than expected adoption in digital customer service. This is mainly due to the inaccuracy risk inherent with Large Language Models (LLM), often referred to as ‘hallucinations.’ But Alepo has solved for the robotic interaction often seen as the downside of AI.
Lüm Mobile, SaskTel’s innovative all-digital mobile brand, has launched Lümbot, a cutting-edge AI-powered virtual agent from Alepo to deliver an all-digital customer support experience. Lümbot, which lives on Lüm Mobile’s website, harnesses the power of Generative AI to provide subscribers with an unparalleled level of interaction. Unlike traditional chatbots, Alepo’s AI Virtual Agent is able to comprehend and engage in human-like customer service sessions through the use of LLM. The AI Virtual Agent understands nuanced subscriber interaction and offers a high task completion rate. Lüm Mobile has already seen a drastic reduction in escalations to human agents since Lümbot was soft launched late last year.
“Through vertical fine tuning and prompt engineering, we were able to reduce error rates to below human agent levels, while increasing task completion rates, through automated IT system integration. This is the TelcoBot.ai secret sauce. Digital Customer Engagement is being reinvented by Alepo. The days of rigid chatbots and frustrating IVRs are over.”Sunil Diaz – CEO, Alepo
By continuously learning and improving over time through access to more data, Lümbot is fine-tuned for specific tasks, making it more proficient in understanding human-like language. Lümbot excels in maintaining context in conversation and using backend IT systems to complete tasks on behalf of customers. Going beyond standard virtual agents, Lümbot intelligently adapts personas in real time based on session context, offering a tailored experience for each user.
The TelcoBot.ai Virtual Agent is able to switch between Customer Service and Sales personas, solve customer problems, answer queries, sell upgrades, provide relevant information for prospects, all while providing an accurate, enjoyable, frustration-free, chat experience.