/ideas Off Script: Reinventing customer service with AI
Jun 21, 2024
Fergal Reid, VP of AI at Intercom, discusses the impact and evolution of AI in customer service, specifically focusing on large language models like GPD. He highlights the potential of AI in reshaping customer support and emphasizes disciplined development for high-quality AI products.
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Surprised By ChatGPT's Early Capabilities
- Fergal describes being surprised by ChatGPT's synthesis abilities the day it launched.
- He tested oddball queries and realized the models were significantly better than expected.
Transformers Scaled Into General Language Reasoning
- Transformers with attention unlocked language understanding by scaling data and model size.
- That scaling turned a translation tool into a general-purpose language reasoner.
Use RAG To Prevent Hallucinations
- Use retrieval-augmented generation (RAG) to ground model outputs in trusted documents.
- Provide context and instruct the model to answer only from that context to reduce hallucinations.