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GPT-3使客户服务代理人的生活更轻松

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ActiveChat是一个智能的对话AI平台,具有自然语言理解,可用于客户支持,电子商务和营销聊天机器人。

ActiveChat与Openai团队合作,建造了看起来像真正魔术的东西。一旦您用普通的自然语言描述了业务的背景,并提供了一些示例和答案,您的人类实时聊天代理商可能会在与客户的日常对话中遇到您的业务和答案,我们可以使用GPT-3的力量为您的代理商提供即时提示,以帮助他们回答几乎所有客户可能遇到的问题。

让我们看一个现实生活中的例子:

#### gpt-3作为自行车店助理
这些设置在ActiveChat的GPT-3集成中被用作默认设置,并且此用例的上下文非常简单:

“这是网站访问者和智能虚拟助手之间的对话。对话正在销售自行车的网站的各个页面上进行,虚拟助手可以回答有关各种自行车品牌和模型的各种问题,并根据访客的描述帮助选择正确的问题。”

为了用一些问题示例播种AI,我们使用了以下内容:

问:碳和普通自行车有什么区别?
答:碳和铝之间的主要区别归结为重量和骑行质量。碳框架通常比铝制较轻一些 - 山框架高达一磅,道路框架的半磅。

问:一辆好的自行车要花多少钱?
A:道路自行车在$ 350到700美元之间,山地自行车约1000美元,单速自行车 - $ 400,海滩巡洋舰$ 200-300,卧铺自行车$ 1000-2000,以及儿童自行车(3-8岁)的价格为140-200美元。

问:我如何为自行车提供服务?
答:您应该定期为自行车提供服务,以确保其有效运行,并且没有磨损或损坏的组件。骑自行车越多,您应该越经常使用它,尤其是在越过污垢,沙子,泥土和雨中。

这就是开始为自行车商店的游客提出的各种问题的有价值和相关的答案提示所需的一切!这是由GPT-3提供的提示完全构建的对话的真实示例,代理商编辑为零。代理商采取的唯一行动是选择三个提示中的哪一个用作响应。

单击这些提示中的任何一个都会将答案复制到消息窗口,您的代理可以立即发送或编辑它,并添加到您的产品页面或其他资源的特定链接。根据我们的研究,这可以减少找到答案并键入70-80%的时间!

如果您对所看到的不满意,只需点击“刷新”图标,并且会出现新的提示。这些提示是由互联网拥有的所有知识提供的(GPT-3模型经过常见的爬网数据,Wikipedia和其他多个数据源的培训,包括大量书籍)。这使建议的答案听起来像是人类的,在大多数情况下,它们将对您的客户具有重要意义,有用且有价值。

资料来源:https://activechat.ai/news/gpt-3-for-live-chat-makes-life-life-easier-for-customer-service-agents/

原文:

ActiveChat is a smart conversational AI platform with natural language understanding for customer support, e-commerce and marketing chatbots.

Activechat has partnered with OpenAI team to build something that looks like real magic. Once you describe the context of your business in a plain natural language and provide a couple of example questions and answers that your human live chat agents may encounter in their day-to-day conversations with customers, we can use the power of GPT-3 to provide instant hints to your agents to help them answer almost any question that a customer may have.

Let’s look at a real-life example:

#### GPT-3 as a bike shop assistant
These settings are used as default in Activechat’s GPT-3 integration, and the context for this use case is pretty straightforward:

“This is a conversation between a website visitor and a smart virtual assistant. The conversations are happening across various pages of the website that is selling bicycles, and virtual assistant can answer all kinds of questions about various bike brands and models and help choose the right one according to the description made by the visitor.”

To seed the AI with some question examples, we used the following:

Q: What’s the difference between a carbon and regular bike?
A: The primary difference between carbon and aluminum comes down to weight and ride quality. Carbon frames are usually a bit lighter than aluminum — up to a pound for mountain frames and up to a half-pound on road frames.

Q: How much does a good bike cost?
A: Road bikes range between $350 and $700, Mountain bikes around $1000, Single-speed bike — $400, Beach cruiser $200–300, Recumbent bike $1000–2000, and Kids’ bike (3–8 yrs) will be $140–200.

Q: How do I service my bike?
A: You should regularly service your bike to ensure it is running efficiently and that there are no worn or damaged components. The more you ride the bike the more frequent you should be servicing it, especially after riding in dirt, sand, mud and in the rain.

That’s all it takes to start getting valuable and relevant answer prompts to various kinds of questions that visitors of a bike shop may ask! Here is a real-life example of the conversation completely built from prompts offered by GPT-3, with zero editing by an agent. The only action taken by the agent was choosing which one of the three prompts to use as a response.

Clicking any of these hints will copy the answer to the message window, and your agents can send it immediately or edit it, adding specific links to your product pages or other resources. Based on our research, this can reduce the time needed to find and type the answer by 70-80%!

If you’re not satisfied with what you see, just hit the “Refresh” icon and a new set of hints will appear. These hints are powered by all knowledge that the Internet has (GPT-3 model is trained on Common Crawl data, Wikipedia, and multiple other data sources, including a huge amount of books). This makes suggested answers sound human-like and in most cases, they will be relevant, useful, and valuable to your customers.

Source: https://activechat.ai/news/gpt-3-for-live-chat-makes-life-easier-for-customer-service-agents/

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