Virtuell Agent 2023

Offentlig prosjektsammendrag

Since launching the very first VA in 2016, SR-Bank’s Banki, we have helped more than 400 organizations from more than 30 countries in Europe and North America develop more than 600 VAs. We have automated more than 100.000.000 customer inquiries, helped some of the largest service centers in the Nordics elevate their customer satisfaction (CSATs) and, in the process, been part of shaping new base expectations for digital customer experience. These VAs have predominantly been service center agents built on NLU technology. In November 2022, Open AI made a breakthrough with ChatGPT, transforming not only the entire CAI space, but completely disrupting the global expectations and perceptions of AI and how different workflows can be solved utilizing AI. This is no niche case phenomenon, but rather mainstream media content. OpenAI, ChatGPT, large language models (LLMs) and generative AI (genAI) have changed our and our customers' expectations of what a virtual agent should be able to help with. NLU based technologies won’t be able to meet these expectations alone and must now be combined with genAI, but it is unclear how. NLU brings predictability and control but at the cost of inflexibility, whereas genAI does quite the opposite! We need to find the "sweet spot" between flexibility and control. Functionality like agent assist, where human agents get to approve of genAI content before sending it to users, will be crucial in this search. A few years back, boost.ai was one of thousands of CAI vendors. Now, thousands of vendors have been narrowed down to tens, for example manifested through Gartner’s CAI Magic Quadrant. The space has gone from crowded to fiercely competitive. To remain ahead in this race, we need to develop: - GenAI based functionalities with appropriate measures of control. - A brand new agent assist product line.