Cape Town-based customer service automation specialist Clevva has developed generative artificial intelligence (GenAI) technology to power its virtual agent tools, allowing them to engage in bi-directional conversations with humans. Clevva’s GenAI-powered digital agents are currently undergoing testing in the travel industry, and are different from traditional chatbots as they are able to engage in genuine conversations, rather than one-way interactions. Clevva has addressed the challenge of inaccurate responses by enabling its virtual agents to act as ‘prompt engineers’, analysing each customer’s request before asking GenAI to generate a response. However, GenAI still cannot be trusted to manage customer interactions unsupervised, and Clevva creates constraints around what questions a Gen AI-enabled agent can and can’t answer.
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