AI solutions to improve citizen services
Today, AI is a functional tool that can be implemented to improve internal and external management within businesses.
Kawaru Consulting carries out projects related to digital solutions, especially for citizen services, with the aim of digitizing certain processes and facilitating citizens' needs. For this reason, they apply specialized AI in language model or Language Model (LLM), which serves to process and analyze text from word and grammar recognition to understanding meanings about the context in which the language is used.
6 artificial intelligence solutions for citizen services
Agent assistance: An LLM can provide real-time support to agents of call center, answering questions about procedures, policies, products and other aspects related to customer service, which improves efficiency in problem solving.
Answers to frequently asked questions: A customized LLM can automatically answer the most common customer queries using a pre-trained knowledge base. This reduces agent workload and streamlines customer service.
Call script generation: An LLM can help in creating call scripts for agents call center. By analyzing the nature of the customer's problem or inquiry, the LLM provides suggestions on how to handle the call, what questions to ask, and what information to provide, thereby improving the quality of customer interactions.
Call monitoring and analysis: An LLM can analyze call transcripts and recordings in real time or retrospectively. By detecting keywords, emotions, and linguistic patterns, service quality is assessed, areas for improvement are identified, and feedback is provided to agents.
Identifying problematic calls: A trained LLM can recognize problematic calls, such as dissatisfied customers or emergency situations, and direct them to the most qualified agents to handle them, appropriately prioritizing these situations.
Automating routine tasks: An LLM can perform routine tasks, such as checking the status of a request, updating customer information, or carrying out simple customer service actions. This frees up time for agents, who can then focus on more complex and higher-value inquiries.
Kawaru Consulting works with Dezzai, a leading company specializing in Semantic Artificial Intelligence. This company is considered one of the most important in this field in Spain and Europe. What they achieve is to structure and transform data (text of any kind, video or 2D/3D image) into valuable information to help make more objective decisions.
Advantages of using Dezzai's proposal as a working tool
Specialization and training in a specific domain: Technology allows for the design and training of an LLM specifically for a domain of knowledge, providing a deeper and more specialized level of expertise in that field. This results in more accurate and relevant answers within that particular domain.
Adaptability: Because it is customized, an LLM can be tailored to the specific needs and requirements of a user or organization. It can be trained using proprietary data, including specialized terminology or domain jargon, which enhances its ability to understand and generate relevant content within that context.
Control and security: By training and hosting the LLM model within the organization, greater control is gained over the model and the data used for training. This is especially important in scenarios requiring data security and confidentiality measures. Keeping the data in a controlled environment ensures compliance with privacy and security regulations.
Lower cost: Using a custom model can be more cost-effective in the medium and long term compared to the continuous use of SaaS technologies like ChatGPT. If the language model is used frequently and in large volumes, having it on-premises helps reduce costs compared to the recurring use of external services.
Finally, it's important to recognize that these technologies are becoming increasingly accessible every day. Therefore, it's crucial to become familiar with these tools to achieve optimal digitalization of work and greater profitability in all aspects.
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