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While human customer representatives make errors, they generally follow a script and apply language. LLMs, on the other hand, hallucinate wildly. An AI that a
by sshine 3y ago
While human customer representatives make errors, they generally follow a script and apply language.
LLMs, on the other hand, hallucinate wildly.
An AI that adheres to business rules and speak human can make fewer errors than humans and handle more cases.
But LLMs are quirky because the boundary between when something is a fact or a formulation is not well-defined.
- vorticalbox 3y agoTrue but if you have it call tools to do the processing then it doesn't have any control over what happens. For example a refund function could take a customer ref, order ref etc. And the LLM would fill in the data and call the tool. Which would then do validation like amount, if its allowed. The slack bot I created for work has a browse tool that takes a url and the tool returns the html of the page.