Over the past several years, there has been a sharp rise in interest when it comes to AI-powered CX channels. While customer expectations have turned to demand self-service options and more efficient interactions, business and contact center leaders have also been drawn to AI’s potential to deliver faster, more cost-effective CX.
Cyara’s end-to-end conversational AI optimization platform empowers leading brands to deploy chatbots and voicebots with confidence.
Generative AI (GenAI), specifically large language models (LLMs), have been a focal point for many conversations. LLM-powered bots, such as the well-known ChatGPT, are trained using massive amounts of training data to learn how to recognize, translate, predict, and generate content. In turn, these capabilities have the potential to open many doors, especially within contact centers looking to improve their CX strategies.
However, while LLM-led bots offer a gateway for innovation and more efficient CX offerings, they aren’t without risk. Businesses that fail to optimize, test, and monitor their bots can be exposed to costly risks that threaten to damage their brand’s reputation and customer relationships.
That’s where Cyara is here to help. With the release of Cyara AI Trust in Botium, our new LLM-bot testing suite featuring FactCheck, you can assure your bot’s reliability, regain visibility, mitigate dangerous risks, and deliver exceptional interactions with confidence.
The Risk of Misinformation
Whenever your business uses a conversational AI-based bot for customer service, it’s important to understand that the bot is serving as an extension of your brand. Just as your agents represent your brand identity, the same holds true for your bots. And, just as a poor agent-led experience can be damaging to your customers and reputation, your chatbot (or voicebot) performance quality can have a significant impact on your business’ long-term success.
During the training process, LLMs learn to generate responses based on unsupervised data. While other bot models, such as natural language processing (NLP) use manually labeled data to understand language rules and processes, LLMs don’t include a hard-coded database of facts. In practicality, this can leave your bots susceptible to biases and hallucinations.
Bot hallucination is a major issue for LLMs, and occurs whenever a bot produces text, a voice response, or an image that doesn’t align with the context provided. This type of content could be irrelevant, factually inaccurate, or contain unintended biases. For example, an LLM-based bot in the hospitality industry could communicate with a customer who asks for hotel pricing for their vacation. However, due to the hallucination, the bot could respond with hotels located in a different city or inaccurate prices.
On the surface, this type of misinformation may not seem disastrous, but it can irreparably damage this customer relationship. And, if other customers are experiencing similar issues of receiving responses full of misinformation and inaccuracies, it can lead to an increase in customer frustrations, instill distrust in your brand, and damage your reputation.
Misinformation and hallucinations should never be taken lightly. If left unintended, they can leave your business exposed to a wide range of costly penalties, reputational risks, and development delays, which will further harm your bottom line.
Verify Your Bot’s Accuracy with Cyara AI Trust FactCheck
Many business leaders have recognized the benefits of leveraging AI in recent years. Within the contact center environment, NLP- and LLM-powered bots can present significant cost savings, improve your operational efficiency, and meet customer demands for self-service channels. Generally speaking, bots make it possible to eliminate costly inefficiencies and create streamlined, personalized experiences that can greatly improve customer satisfaction rates.
However, many teams are finding difficulty in deploying their bots. Recent studies have found that 80% of business leaders believe explainability, ethics, bias, or trust as a major obstacle to confidently adopting AI. So, though there are clear benefits to pushing these projects over the finish line, very few are deployed.
Cyara is dedicated to helping you make the most of your AI investments. For this reason, we’re excited to announce the launch of Cyara’s first AI Trust solution, FactCheck. As an extension of our conversational AI optimization platform, FactCheck helps you deliver accurate bots to your customers, in a fraction of the time compared to manual testing processes.
As the only out-of-the-box conversational AI testing solution, FactCheck boosts visibility and provides necessary insights into your bot’s accuracy and reliability. Test and optimize your bots, leverage data-driven insights, and deliver interactions that your customers can trust.
Currently, many businesses are concerned about whether LLM-based bots will be able to accurately represent their brand during customer interactions. Even a single defect can lead to misinformation, which can be harmful to your customers. In turn, this can lead to irreparable damage to your brand’s reputation and revenue. That’s why FactCheck rigorously validates your bot’s responses against a source of truth, so you can determine whether your bots are generating factual, accurate, and relevant responses to customer queries.
Discover FactCheck
With FactCheck, you can:
- Eliminate Hallucinations: Proactively identify and address hallucinations and inaccuracies to ensure that your bots are always providing reliable information.
- Boost Customer Satisfaction: Build a foundation of trust with your customers and deliver exceptional experiences.
- Optimize Performance: Regain visibility into the bot development lifecycle to reduce potential risks and inform future updates.
- Leverage Data-Driven Insights: Make more informed business decisions, validate bot accuracy, and support top-line business objectives.
But we’re just getting started. FactCheck is only the first AI Trust testing module designed to tackle LLM-specific risks. Moving forward, Cyara is excited to continue developing and releasing modules that will help you improve your bots and overcome risks related to misuse, security, and bias.
The journey to deploying conversational AI-based CX journeys requires a lot of time, effort, and resources. It’s time to make sure that your bots are delivering value, with minimal additional risk. FactCheck helps you identify risks ahead of customer impact, so you can preserve your brand’s reputation and bottom line.
Optimize Your CX Strategy with Cyara
The recent emergence of AI technology has completely shifted the CX industry, opening new doors for innovation and allowing businesses the opportunity to deliver efficient interactions at a reduced cost. But, without the proper guardrails in place, your conversational AI-powered bots can be vulnerable to reputational and regulatory risks, leading to costly penalties and delays.
By validating your bot’s accuracy with FactCheck, you can take a proactive approach to your conversational AI-bot development, enhance your credibility, and ensure that you’re forging stronger customer relationships.
Don’t let unnecessary risks damage your reputation or bottom line. With FactCheck, you can trust that your bots are always performing as they should—and keep an eye out for additional solutions that will help you maximize your AI investments.
Contact us to schedule a demo of Cyara AI Trust or visit our website to learn more about our automated chatbot testing solutions.
