Major Update Rebuilds Platform Around GenAI,
Reduces Risk With Slate of Safety Features
SANDNES, Norway, April 16,
2024 /PRNewswire/ -- boost.ai, a leading
conversational AI (CAI) solution
provider, today announced the launch of Generative Action, the
latest in a series of innovations to advance their platform's
Generative AI (GenAI) capability. Building on LLM-enriched
functionality launched last year, Generative Action enables the use
of GenAI-enabled virtual agents (VAs) with the safeguards necessary
for operation in customer-facing, and highly-regulated
environments. With multiple guardrails at the local and topic
levels, users can accelerate customer experience automation,
providing richer, hyper-personalized interactions without
onboarding unnecessary risk.
This new approach to conversation experience cements boost.ai's
commitment to responsibly empowering organizations with a
generative-first approach to customer service, pairing the best
safety practices of traditional CAI with the potential of
generative technology. Users can now automate an estimated 80 to 90
percent of inbound inquiries and raise overall customer
satisfaction. Boost.ai's enhanced architecture is a fundamental
safeguard, permitting enterprise control of GenAI at multiple
points of operation at a time when only 25% of organizations are
either highly or very highly prepared to manage the risk and
governance associated with it.
"As financial institutions and other service providers explore
AI with more urgency, they must onboard technology at a rate that
keeps pace with innovation and yields tangible results. Targeted
process improvements produce both short-term gains and
opportunities for longer-term transformation," said Jerry Haywood, CEO of boost.ai. "At the same
time, addressing the limitations of generative AI is critical to
realizing its business potential. As contact centers grow more
dynamic, we're excited to continue offering enterprises
responsible, risk-free AI solutions that make an immediate
impact."
Generative Action encompasses several improvements enriching CX
capability, content management, risk management, and other
technical upgrades. Enterprises can maintain complete control of
automated conversation with:
- Custom or pre-built guardrails, the capability to re-use them
globally within the platform, and topic-level control of any
acceptable level of risk.
- Centralized knowledge, ensuring virtual agents use approved
sources, minimizing time to market, and retaining industry-specific
knowledge based on multiple supported formats (URLs, HTML, images,
docx, PDF, and .txt.).
- Oversight of knowledge management to minimize risk of
hallucination while retaining full-context, human-like
conversations.
- API hooks to deliver enriched conversations that provide
complementary data/info obtained from APIs.
- Action Hooks to seamlessly trigger predefined flows around
sensitive actions, increasing VA functionality in high-stakes
interactions without losing control.
"Generative Action signifies a major step forward for our
platform, strengthening ways our customers manage GenAI and LLMs
without limiting their promise. As we approach the generative-first
era, providing guardrails at the topic level ensures maximum
control in the moments it matters most," said Rasmus Hauch,
Chief Technology Officer of boost.ai. "These features provide a
more seamless end-user experience, faster setup, and fortify what
we can deliver through generative and controlled responses, while
also retaining the visibility and control our customers need to
ensure minimal risk."
Generative Action will be widely available April 30. The boost.ai team will hold a webinar
exploring platform additions and the business impact of a
generative-first approach on April
23. You can view the full webinar details here.
About boost.ai
boost.ai is a global leader in conversational AI optimized for
scale. Boasting the industry's most robust intent portfolio,
boost.ai is pioneering an era of broad-scope virtual agents to
deliver the most advanced and scalable technology on the market.
With consistent resolution rates of 90%, boost.ai's market-leading
virtual agent supports enterprise customers across key industries
throughout the United States and
Europe, including banking,
insurance, telecom, retail and more. In 2021, boost.ai was also
named a major player in the IDC MarketScape category, Worldwide
Conversational AI Platforms for Customer Service. Key customers
include Santander Bank, MSU Federal
Credit Union, Aspire General Services, Tokio Marine and more. Learn
more at boost.ai.
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SOURCE boost.ai