Convoso CPO Bobby Hakimi Answers "Baked, Baking, or Dough?" For Contact Center AI Technologies on Podcast
Convoso"LLM chatbots: Baked, baking, or just dough?" Marc Bernstein asks Bobby Hakimi, CPO & Co-Founder at Convoso, at the top of this five-minute podcast segment.
Marc, the Founder and CEO of Balto, poses similar "baked, baking, dough" technology questions, and together he and Bobby discuss the current state and future potential of AI technologies in contact centers.
Key takeaways Bobby shares
AI chatbots
AI chatbots have come a long way, evolving from basic automated responders to sophisticated systems capable of nuanced interactions.
"I think in the future it’s going to have sentiment, it’s going to have empathy, it’s going to know how to respond to us based on the sentiment analysis."
Addressing AI hallucinations
One of the significant challenges in AI implementation is managing hallucinations—instances where AI generates incorrect or misleading information.
"I think hallucination, part of it is as expected, it’s normal. But to minimize it, create your own data set, upload the content that you believe is important for you only, create your own model, and then the hallucination should be minimal."
The importance of precise prompts
If they have the information, but don't get the proper direction, guidance, and mentorship, then they may make mistakes. It’s the same with GPT. Let it know exactly what you want it to do. The more specific the prompt is, the more powerful and better the output will be."
Latency in AI responses
As Marc points out, latency has been a concern in AI interactions, but current products like IVA are addressing this with minimal delays.
“Right now in our IVA product, I think we have about 2 seconds or less delay. If you think about a human conversation, that 2-second delay is not really that bad."
Watch the full episode to explore more about these exciting developments and more, including:
Automated Quality Assurance (QA)
Speech Technology
Automated Note-taking
Agent Assist
About "baked, baking, or dough?"
"Baked, Baking, or Dough?" is a new podcast hosted by Marc Bernstein, Founder and CEO of Balto where he interviews experts in the contact center and AI, to find out their takes on which AI technologies are ready to go and which technologies aren't quite there yet.