Generative AI applications -- Chatting

• general-purpose chatbots
  • Customer service ChatBot
    • IT Service ChatBot (take action )
• specialized chatbots
  • specialized knowledge
  • having a conversation and giving advice

The rise of chatbots in customer service

• Humans only
• Bots support humans (human-in-the-loop)
• Bots trages for humans
• Chatbots only

Advice for deploying chatbots

• Start with an internal-facing chatbot
  • Work with staff to assess behavior of chatbot
  • Avoid public mistakes
• Deploy with human-in-the-loop to check for mistakes
• Only after deemed safe , allow bot to communicate directly with customers