Simplr Launches A Safeguard For Using ChatGPT In Customer Service

Simplr has infused generative artificial intelligence into its customer experience platform and launched safeguards called Cognitive Paths to ensure safe and secure use of the new technology.

With these additions, Simplr can now fully automate level-two complex inquiries and those that provide upsell and cross-sell opportunities.

Cognitive Paths guide Simplr’s chatbot technology to the right customer resolution without risk of hallucination. It decreases the amount of information available to the LLM-powered chatbot and eliminates the chance of hallucination. Enterprise-grade security protocols also prevent the data from being transferred back into any publicly available LLM.

“Simplr’s Cognitive Paths changes the conversation, both literally and figuratively,” said Amit Sood, Simplr’s chief technology officer, in a statement. “For the first time, the full promise of AI within customer service can be fulfilled. Due to our extensive experience in using AI to turn our human agents into first-rate customer service representatives, Cognitive Paths dramatically expands the types of customer interactions which can be effectively resolved through automation. At the same time, customer service leaders can rest easy knowing their brand, CX, and reputation will only improve through quicker, more impactful customer resolutions.”