Too often, companies attempt to leap directly to sophisticated chatbot implementations without laying the proper groundwork, says Kevin Staples, specialist software engineer and CEO of BBD Group.
Navigating the journey to next-gen customer service with GenAIIn the dynamic world of banking and finance, the ultimate goal we’re striving towards with large language generative models is to recreate the age-old personal banker in digital form. Imagine a future where interacting with your bank is as simple and intuitive as saying: "Hey ABC Bank, please help me pay a few invoices and update my home address." This reality is no longer a distant dream, but is now within reach..
“In my experience, you cannot shortcut this journey.” According to Staples, success begins with establishing a mature customer service infrastructure, which he refers to as your ‘ticket to the game’. This involves creating a deeply integrated and comprehensive service landscape. He explains that only then can you begin to adopt the basics of LLM technology, gradually building towards what he calls the ‘all-knowing and capable bot’.
Next-Gen Customer Service BBD Group Chatbot Gartner Hype Cycle Llms Retrieval-Augmented Generation
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