Alan Pelz-Sharpe
Founder & Principal Analyst,
Deep Analysis
Vishal Sharma
Chief Technology Officer,
SearchUnify
Support teams across functions are a long-standing advocate of chatbots. With time, more layers of technology like decision trees, NLP, unsupervised learning, etc., were added to enrich the interactions. However, they failed to deliver on the original promise of relevant responses, reduced support costs, and effortless scalability.
Now, Large language models (LLMs) are transforming the entire support landscape, including customer, IT, and HR support teams. Their capability to hold contextual and personalized interactions at scale has placed LLMs on center stage.
However, LLMs, too, need to overcome challenges like hallucination, inaccuracy, and out-of-date data. That’s where more cutting-edge frameworks help overcome the hurdles.
Watch Alan Pelz Sharpe, Founder & Principal Analyst, Deep Analysis, and Vishal Sharma, CTO, SearchUnify, as they discussed the evolution of chatbots and what next-gen chatbots need to deliver contextual and intent-driven responses for unparalleled customer experiences.
