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When building a customer service chatbot, retrieval augmented generation is most often used. It doesn't write sentences on their own but mostly find/combine par
by petra 3y ago
When building a customer service chatbot, retrieval augmented generation is most often used. It doesn't write sentences on their own but mostly find/combine paragraphs from given content, and offer links.
That means they have low hallucination rate, maybe even approaching zero(but I'm not sure about that).
- jpc0 3y agoAnd this is why I prefaced it's absolutely great for the first line. My issue is will the chatbot know that the thing I asked it cannot answer or is it going to keep spewing whatever it deems appropriate. Is it better than most humans, maybe, maybe not. I rarely contact customer support, asin once or twice in my life. The one time I got caught in autogenerated nonsense instead of getting to an actual human I started making plans to remove that company from my life. I'm yet to be convinced there is a way for an LLM to read what I complained about and being able to determine that request is above it's knowledge and needs to be escalated