Why Composite AI Approach is Best Suited for Business

Everybody agrees that Generative AI is the hottest topic on the market today.? What some people fail to recognize is that AI itself has been around for quite some time.? It has existed in the form of Predictive Analytics and Machine Learning.? So why is everyone so hyped about Generative AI and note more Traditional AI?? This is a good question and understanding how the two of them can work together, in a Composite AI approach, is the key.

In late 2022 Open AI launched Chat GPT.? This was undoubtedly the first look that most people had at Generative AI.? The ability to use Natural Large Language Models to solve for business problems, has created quite the buzz in many industries.? There is one piece that many people overlook.? LLM models are only as good as the Data in them.? This is what determines the outputs from the Generative AI solutions based upon the prompts given to them.? Enter the power of Composite AI. Using Generative AI and Traditional AI in a composite approach is where the true power lies.? Both tools bring significant value to their users.? While Traditional AI brings insights and helps uncover actionable items from a customer’s Data making users more effective, while Generative AI helps user create new things, and drive efficiency.

Let’s think about a scenario for a moment.? Imagine a customer service agent receives a case for them to work.? Now Generative AI can help them create things like emails, and text messages that are customized for the client, but Traditional AI gives them the knowledge and insights into not only that customer, but to other customers and similar cases.? These two things each will play a part in assisting the Agent in solving the problem for the client.?

Typically, these are completely different systems where the agent will have to spend time jumping from system to system, doing research, potentially digging in deep to understand whether the information is relative to what they are trying to solve.? I think all of us have been there at some point time in our careers, when trying to solve a complex problem.? Now consider for a moment if all of this information was available directly in the Case screen that the agent was already working in.? Traditional AI being fed from Generative AI and the Case information, to search for similar cases, summarize the existing case, and provide Next Best Actions (NBA) with a probability of success for first time closure.? This allows the agent to quick triage and select the step to follow.? Once that step is open, generative AI has created a checklist, recommended Knowledge Base Articles or FAQs to help resolve the issue.? Generative AI has also generated a draft email for the agent to use to communicate these things back to the client.? This is how a composite AI approach, all in One Platform can truly drive Efficiency and Effectiveness.

The world of AI continues to grow around us.? I was recently talking with an industry analyst, and to think in just one Analyst Cycle, we have gone from no Use Cases for Generative AI, to literally a growing list that is just flat expected by all the leading players.? Times change quickly, setting yourself, your company, and most importantly your customers, up for success, how everyone should be evaluating AI.? Not as separate pieces, but as part of a holistic, composite approach to make everyone better.