Almost every article about knowledge management ROI says the same thing: “increases efficiency,” “reduces the time spent searching for information,” and so on. And it all makes sense, but when it comes to concrete numbers for a business owner, finding them is difficult. We’ll solve this problem:...
Most teams that set out to address low RAG accuracy start by opening the prompt. Many begin by changing the wording of the system prompt. Some try a different model and add stricter instructions. But both groups get the same result: the answers are still inaccurate. However, the real issue is that...
Generative AI for customer service is not a one-size-fits-all solution. In almost every case, implementing GenAI in a business involves several aspects at once. These can include providing response suggestions to agents, autonomous communication with customers via chat, analyzing thousands of...
If you’re familiar with SharePoint, you’ve probably heard of (or even use) Copilot. And it seems to work; it even answers with a confident, professional tone, and everything looks correct. But then it turns out the answer is based on a policy that was revoked six months ago, or it includes a...
The voice channel is the least forgiving of mistakes. In a chat, a customer can reread a response, check it against the chat history, or ask the bot again in writing. Over the phone, this isn’t possible; all a customer has is what they heard in the moment, spoken in a confident, natural voice....