Simplr transforms AI customer service with Cognitive Paths launch
NASHVILLE, UNITED STATES — Simplr, a trailblazer in bot-first customer experience (CX) outsourcing, announced a significant enhancement to its platform with the integration of generative AI.
The novel addition to Simplr’s solution set, known as Cognitive Paths, aims to ensure the safe and secure utilization of AI, allowing the automation of complex “Level 2” customer inquiries and opening new opportunities for upselling and cross-selling.
Simplr’s latest upgrade arrives after rapid innovation within the customer service industry, primarily driven by large language models (LLMs) like OpenAI’s ChatGPT.
AI and automation investments are leading the way in digital organizational transformation. According to a survey conducted by Gartner, 80% of executives believe that AI automation has the potential to be utilized in any crucial business decision. The utilization of AI-driven automation can assist businesses in enhancing their customer service by delivering precise and prompt responses.
However, the industry has also recognized the potential pitfalls of unchecked AI technology. Off-brand responses and “hallucinations” – erroneous or off-topic – can pose significant risks to a company’s customer relationships and brand reputation. Simplr’s Cognitive Paths, paired with the integration of ChatGPT, are designed to address these challenges.
The newly launched Cognitive Paths are a set of AI-training parameters that steer Simplr’s chatbot technology toward accurate customer resolution while mitigating the risk of hallucination. By limiting the information accessible to the LLM-powered chatbot, Cognitive Paths not only eliminate the chance of AI hallucination but also provide enterprise-grade security to prevent the transfer of data back to any publicly available LLM. The outcome is a secure way to harness generative AI without risking disclosing sensitive customer data.
Cognitive Paths also utilize data from Simplr’s extensive history in optimizing its outsourced human workforce. This includes handling “Level 2” complex inquiries and opportunities for upsell and cross-sell motions.
“Simplr’s Cognitive Paths changes the conversation, both literally and figuratively. For the first time, the full promise of AI within customer service can be fulfilled. With Cognitive Paths, we can dramatically expand the types of customer interactions that can be effectively resolved through automation, while ensuring our clients’ brand, CX, and reputation will only improve through quicker, more impactful customer resolutions,” said Simplr Chief Technology Officer Amit Sood.
Simplr continues to disrupt the traditional contact center BPO model with its BOT-first approach, delivering a blend of automation and human agents for improved, cost-efficient customer experiences. With the backing of Asurion, Simplr’s innovative platform empowers clients to transform their CX programs into strategic imperatives, driving more revenue and fundamentally changing the customer engagement landscape.
