VUX World What to expect from gen AI in enterprise this year, with Philipp Heltewig, CEO, Cognigy
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Feb 7, 2024 Philipp Heltewig, CEO of Cognigy, discusses the rise of generative AI and its impact on the workplace. They also talk about the use of large language models for classification in chatbots and the challenges and solutions for enterprises using generative AI. Additionally, they give advice for businesses hesitant about automation in customer service and explore the frailty of AI in customer service and the potential of traditional technologies.
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2023: The Generative AI Breakout
- 2023 was the breakout year for generative AI, making it a mainstream topic across industries.
- The conversational experiences created by AI now closely resemble what was once only imagined in science fiction.
Use LLMs to Enhance Automation
- Start by enhancing existing automation tools with generative AI for classification and data extraction.
- Use LLMs carefully for customer interactions to avoid hallucinations while improving empathy and context.
Strengths of LLMs vs. Traditional NLU
- Traditional NLU outperforms LLMs in intent classification when many intents are involved.
- LLMs excel in extracting complex, variable information and handling sentiment across long conversations.