San Francisco, USA – October 29, 2024 – Decagon has successfully completed one of the most complex projects in the optimization of customer support automation using AI. The project was implemented around OpenAI’s language models achieving a staggering 91% automation for one of its big clients. Launched in 2023, the company is already a prominent player in the customer service automation sector providing services to big names including Eventbrite, Duolingo, and Notion.
“We know that latency has a direct impact on customer satisfaction. Every second counts when you’re dealing with real-time customer support,” explains Ashwin Sreenivas, Decagon’s co-founder and CTO, highlighting the importance of their achievement.
To deliver excellence in customer support services the firm makes use of several OpenAI models such as GPT-3.5, GPT-4, and GPT-4 Turbo.
“This allows us to both capture customers’ business logic and create all the software surface area around the agent that just wasn’t possible before LLMs,” says Jesse Zhang, Decagon’s co-founder and CEO.
The platform’s success lies in its innovative approach to model selection and fine-tuning, which enables rapid deployment of customer support infrastructure within days. Decagon’s system handles millions of support conversations globally, maintaining high quality while achieving unprecedented automation rates.
This advancement is the greatest development yet in the history of AI-assisted customer care services. The company is now poised to add another dimension, voice-based support capabilities, to its portfolio, thus completely changing the customer service industry.
Source: https://openai.com/index/decagon/
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