The landscape of customer service is rapidly evolving, and innovative technologies are no longer a luxury but a necessity. Among these advancements, Generative AI stands out for its ability to generate new and relevant content based on varied input data. It goes beyond providing predefined responses and instead generates tailored replies for specific contexts, learning from vast amounts of text data.
Introducing OWI’s Generative Augmented AI (RAG) Mailbot
At OWI, we’ve taken a revolutionary step forward with our Mailbot, now incorporating Generative Augmented AI. But what exactly is Generative AI, and what does our concept of Generative Augmented AI at OWI entail?
Generative AI: The Power of Creating New Content
Generative AI, in its essence, refers to algorithms capable of generating new content – text, images, or even music – that didn’t exist before, based on learned patterns. In the realm of customer service, this translates into creating personalized and contextually relevant responses, far exceeding mere automated replies.
Augmented Generative AI: OWI’s Innovation
At OWI, we use the term Augmented Generative AI to mark a significant advancement in this technology. Our system doesn’t just generate responses; it enriches them by integrating customer knowledge retrieved from directly interfacing with business systems and applications. Thus, OWI makes informed decisions and can execute specific actions within business systems, pushing automation far beyond what initial versions of Generative AI could achieve.
Real-life Example: Marie’s Case
To illustrate the effectiveness of our solution, in the video, we take the example of Marie dealing with a rental issue. By choosing email to communicate with her insurance, she unknowingly activates OWI, which instantly processes her request.
Three Key Steps:
- Understand: Our Mailbot starts by understanding the reason for contact, showcasing the primary capability of AI to grasp the context.
- Collect: It retrieves customer knowledge and rules to handle this type of request, demonstrating the “augmented” aspect of our AI.
- Synthesize: OWI selects relevant documents and web pages (RAG: Retrieval Augmented Generation). Then integrates them to form a coherent and tailored response, a direct result of Generative Augmented AI.
Making LLMs Accessible to Your Business
OWI’s innovation extends beyond the power of Generative Augmented AI to the simplicity of its integration and use. Recognizing that technology, no matter how advanced, must remain accessible, OWI has developed an intuitive user interface enabling quick and easy setup, without requiring AI expertise.
Ease of Use: With OWI, configuring your Mailbot to precisely meet your business needs takes just minutes. The setup process guides users through clear steps, from creating specific domains to defining request handling rules.
Business Data Integration: OWI seamlessly connects with your business systems and applications. This means you can easily configure OWI to leverage your existing customer knowledge and significantly enrich interactions.
Advanced Personalization: With OWI, technical expertise is not a prerequisite. Our system generates automatic prompts while offering you the freedom to customize them. This means you can adjust and refine these initial suggestions to precisely match your context and needs, without requiring specialized coding skills.
Revolutionize your customer service with Generative AI
