Your Contact Center Super Hero

Hi! I’m Kyle, Head of AI Engineering at Quiq, and I’m excited to share our newest product with you: Quiq Compose!

What is Quiq Compose?

Quiq Compose is generative AI expertise that gives your brokers with adaptive, contextually related response solutions. The consequence? Agents spend much less time typing and extra time serving to clients!

How does it work?

Compose learns by finding out previous conversations. Every message despatched by dwell brokers represents a teachable second for AI. The AI’s job is to study a mapping from the context through which the agent authored the message to the message content material that was finally despatched.

The context refers not solely to prior messages within the dialog (together with outbound notifications and prior bot interactions), but additionally to essential non-conversational information like whether or not or not we all know the client’s e-mail handle, the time of yr, and extra. By offering Compose with a whole view of the context, we allow it to generate extra correct responses.

How does it examine to different LLM expertise?

Since the discharge of ChatGPT, the world has been abuzz about LLMs and their capabilities. Compose makes use of the identical underlying expertise as ChatGPT (transformers), however there are some essential variations to think about:

  • Compose has a a lot smaller scope of language that it must study in comparison with a general-purpose mannequin like ChatGPT. This permits us to coach AI that’s extra light-weight and cost-effective
  • Compose is educated particularly in your information with the choice to skew coaching to behave extra like some brokers and fewer like others. It will study essential telephone numbers and URLs {that a} general-purpose LLM gained’t learn about
  • Compose has a extra express understanding of wealthy messaging ideas (e.g. cost messages) and non-conversational (CRM) information
  • General LLMs could exhibit overconfidence because of their eagerness to finish your immediate, whereas Compose merely stays silent in conditions the place it’s unconfident
  • Compose doesn’t require an integration. It can study from any conversations that happen inside the Quiq platform.
  • Compose has essential enterprise options similar to full management over the AI’s vocabulary, help for the isolation of various manufacturers inside a single enterprise, SOC2 compliance, and extra.

In quick, Compose is laser-focused on studying the language of your contact heart and streamlining dwell agent workflows in digital CX.

The Journey

At Quiq, we’re at all times working onerous to bridge the hole between the most recent AI breakthroughs and cost-effective options which are prepared for enterprise deployment, and Compose isn’t any exception. We’ve spent greater than a yr adapting cutting-edge AI algorithms to digital CX and wealthy messaging use circumstances and are pleased with the impression it’s had on our clients up to now.

Learn extra about Compose right here.


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