AI / Phone implementation
Discussion
Does anyone know if it’s possible to train an AI (day ChatGPT) to ASK (not answer) a simple set of questions on a live call?
E.g call from customer > answered automatically >live AI chat bot asks questions > answers transcribed and sent to a specified email address
Just an idea I had and ironically can’t seem to find answers on ChatGPT!
E.g call from customer > answered automatically >live AI chat bot asks questions > answers transcribed and sent to a specified email address
Just an idea I had and ironically can’t seem to find answers on ChatGPT!
extraT said:
Does anyone know if it’s possible to train an AI (day ChatGPT) to ASK (not answer) a simple set of questions on a live call?
E.g call from customer > answered automatically >live AI chat bot asks questions > answers transcribed and sent to a specified email address
Just an idea I had and ironically can’t seem to find answers on ChatGPT!
I don't think that would require AI to be honestE.g call from customer > answered automatically >live AI chat bot asks questions > answers transcribed and sent to a specified email address
Just an idea I had and ironically can’t seem to find answers on ChatGPT!
Amazon Connect is one of several telephony systems that can do that.
https://aws.amazon.com/connect/features/
Natural, conversational IVR and chatbots
Amazon Connect works on behalf of your supervisors and agents to save time and money while providing your customers with natural, conversational IVR and chatbot experiences. With Amazon Lex natively integrated within Amazon Connect, no coding is required to add chatbots that have natural language understanding (NLU). Amazon Connect enables intelligent automation at all stages of the customer journey with fully-integrated, self-service capabilities including chatbots, task routing, and interactive voice response. Self-service chat bots use high-quality, neural text-to-speech (TTS) in over 30 languages, automated speech recognition (ASR) in over 25 languages/locales, natural language understanding (NLU), and passive voice authentication. Amazon Connect IVR and chatbots also take advantage of generative AI features such as LLM-assisted slot resolution, conversational FAQs, sample utterance generation, and building Amazon Lex bots through natural language description (prompts).
Once the Amazon Connect IVR or chatbot identifies the customer’s needs, skills-based routing matches them with the best available agent. Then, Amazon Connect equips the agent with the full context of the interaction through agent assist features such as Amazon Q in Connect.
https://aws.amazon.com/connect/features/
Natural, conversational IVR and chatbots
Amazon Connect works on behalf of your supervisors and agents to save time and money while providing your customers with natural, conversational IVR and chatbot experiences. With Amazon Lex natively integrated within Amazon Connect, no coding is required to add chatbots that have natural language understanding (NLU). Amazon Connect enables intelligent automation at all stages of the customer journey with fully-integrated, self-service capabilities including chatbots, task routing, and interactive voice response. Self-service chat bots use high-quality, neural text-to-speech (TTS) in over 30 languages, automated speech recognition (ASR) in over 25 languages/locales, natural language understanding (NLU), and passive voice authentication. Amazon Connect IVR and chatbots also take advantage of generative AI features such as LLM-assisted slot resolution, conversational FAQs, sample utterance generation, and building Amazon Lex bots through natural language description (prompts).
Once the Amazon Connect IVR or chatbot identifies the customer’s needs, skills-based routing matches them with the best available agent. Then, Amazon Connect equips the agent with the full context of the interaction through agent assist features such as Amazon Q in Connect.
extraT said:
Does anyone know if it’s possible to train an AI (day ChatGPT) to ASK (not answer) a simple set of questions on a live call?
E.g call from customer > answered automatically >live AI chat bot asks questions > answers transcribed and sent to a specified email address
Just an idea I had and ironically can’t seem to find answers on ChatGPT!
you might have to write some code to do it but at least on AWS there are products that can do speech to text so you could form it into an API call to GPT. If you're talking about doing it in 'real time' i am not sure how that might work. E.g call from customer > answered automatically >live AI chat bot asks questions > answers transcribed and sent to a specified email address
Just an idea I had and ironically can’t seem to find answers on ChatGPT!
generative AI is s
t at policies and rules. It just says what is linguistically plausible based on the contents of its LLM. You can't say to it, here is a document containing the only things you need to know about our company policies, as then it isn't a LLM and won't work like GPT. Bit of a catch-22 but most people haven't quite cottoned onto this yet.
t at policies and rules. It just says what is linguistically plausible based on the contents of its LLM. You can't say to it, here is a document containing the only things you need to know about our company policies, as then it isn't a LLM and won't work like GPT. Bit of a catch-22 but most people haven't quite cottoned onto this yet.AI to email?
Shirley you'd want it straight into a database on a server that can then have things done to it.
Or are you sending personal/confidential/business data from customers on unencrypted email over the internet?
Isn't that now considered bad practice with GDPR and all that jazz?
I'm not sure I get the logic of having AI call people up. If that business puts such little value in that call that it needs a computer to do it, then what is my motivation to deal with that business?
You'd have to be the cheapest out there by a fair margin to find this acceptable?
Shirley you'd want it straight into a database on a server that can then have things done to it.
Or are you sending personal/confidential/business data from customers on unencrypted email over the internet?
Isn't that now considered bad practice with GDPR and all that jazz?
I'm not sure I get the logic of having AI call people up. If that business puts such little value in that call that it needs a computer to do it, then what is my motivation to deal with that business?
You'd have to be the cheapest out there by a fair margin to find this acceptable?
paulrockliffe said:
Google told us a few years ago that we were going to be able to ask it to book a haircut for X day and time and they would ring round the local barbers and drop the appointment into our calendar. Never happened though, but surely it can't be far away now.
Google IO 2018. I was there when they showed it on stage. Probably a curated demo after a large number of trials. Haven't heard anything about it since.Aunty Pasty said:
paulrockliffe said:
Google told us a few years ago that we were going to be able to ask it to book a haircut for X day and time and they would ring round the local barbers and drop the appointment into our calendar. Never happened though, but surely it can't be far away now.
Google IO 2018. I was there when they showed it on stage. Probably a curated demo after a large number of trials. Haven't heard anything about it since.
eBay “AI” wrote the description for my 3rd Gen Apple TV advert recently.
What a ridiculous use of AI, valuable processing power and energy used up to write a load of fake excitement and platitudey nonsense.
I’m tempted to see what it comes up with for a bunch of old rope. Or a dead cat.
It’s utterly bizarre as it stands out, and once again leaves me questioning the users motive.
- Either trying too hard which is off putting. I know what I want, I just want facts about it. Ie, how old. Any faults. Not just generic info.
- Can’t be arsed writing their own description, so how much do they care about the item/sale/packaging/resolving issues if needed etc?
- Will blend into all the other “AI” written bullst and leave you having to increasingly trawl through word soups looking for the actual valuable info.
Just like watching a YouTube video for 10 mins for that 30s it’d actually require to deliver the info.
AI should be transparent, the fact it’s already thrown in your face and you can spout it’s annoying presence suggests it’s going to turn into nothing except a cheap and inferior replacement for humans/businesses who can’t be arsed to do a decent job.
What a ridiculous use of AI, valuable processing power and energy used up to write a load of fake excitement and platitudey nonsense.
I’m tempted to see what it comes up with for a bunch of old rope. Or a dead cat.
It’s utterly bizarre as it stands out, and once again leaves me questioning the users motive.
- Either trying too hard which is off putting. I know what I want, I just want facts about it. Ie, how old. Any faults. Not just generic info.
- Can’t be arsed writing their own description, so how much do they care about the item/sale/packaging/resolving issues if needed etc?
- Will blend into all the other “AI” written bulls
t and leave you having to increasingly trawl through word soups looking for the actual valuable info.Just like watching a YouTube video for 10 mins for that 30s it’d actually require to deliver the info.
AI should be transparent, the fact it’s already thrown in your face and you can spout it’s annoying presence suggests it’s going to turn into nothing except a cheap and inferior replacement for humans/businesses who can’t be arsed to do a decent job.
It's an updated version of an IVR. Usually called an IVA - Intelligent Virtual assistant/agent.
If all you want is to ask questions then transcribe into text you don't need AI.
The AI makes the whole thing dynamic allowing you to actually handle the query - look up an account balance, answer a question about a feature function etc. You'd hook it into backend systems via API like a CRM or knowledge base.
If all you want is to ask questions then transcribe into text you don't need AI.
The AI makes the whole thing dynamic allowing you to actually handle the query - look up an account balance, answer a question about a feature function etc. You'd hook it into backend systems via API like a CRM or knowledge base.
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