43: Powering the Future of Customer Service with Large Language Models.

Bots and Beyond

79% of those surveyed by ISG research rated customer experience as "very important" or "extremely important," with a further 17% referring to it as "important." It's also the most protected engagement from cost takeout, according to those surveyed. This is no surprise, but companies believe their actual performance on customer experience compared to its importance is among the top 3 biggest gaps. How can companies narrow this gap? Lately, the emergence of sophisticated large language modules (LLMs) has been changing the face of customer support and revolutionizing the way businesses interact with their customers.

In this episode of ISG’s Bots & Beyond podcast, we explore what LLMs are and how they can transform conversational AI, customer interactions and even jobs in the future. With ChatGPT currently taking the world by storm, what does this mean for conversational AI as we know it? Is it just more hype? How can businesses really derive value from these technologies? Joining host Wayne Butterfield to delve into these questions is Philipp Heltewig, CEO and co-founder of Cognigy. Listen in to their discussion to hear real examples and use cases.