Customising for business uniqueness

There is no one size fits all for AI. Businesses are juggling many opposing forces and must find the right balance when creating and deploying an AI solution that will deliver business value. 

Specific business problems need specific solutions. When it comes to adopting conversational AI to help solve organisational problems and achieve wanted outcomes, decisions about the right technologies to adopt and how to best deploy them, must be made. 

Effective conversational AI

Creating AI solutions that operate effectively in complex, real-world scenarios require:

  • Orchestration of multi-vendor AI across ecosystems and being able to do so at scale
  • Choosing an AI vendor based on the specific use-case application, because each model operates differently and can have better industry as well as use-case relevancy
  • Capability to seamlessly blend deterministic and generative AI and use in tandem

Conversational AI platforms, such as Creative Virtual’s V-Studio platform, that provide full content management orchestration and offer choice of LLM (large language model) provider on a scenario-by-scenario basis, gives organisations the capability to build a customised hybrid intelligence model that delivers output. This hybrid model leverages the best of both human and AI input. It provides inbuilt security and guardrails to manage risk and safeguard reputation. 

Getting the balance right

The balancing act with conversational AI, to create harmonious, trusted, and accurate interactions, involves choosing the where, when, and how to use either deterministic or generative AI, for each individual instance and the correct combination of both over the course of an interaction. 

Balancing Organisational Demands and Human Nature = Best Outcomes

  • Organisational alignment

Organisations are bound by regulation, legislation, and ethics to communicate honestly, accurately, and transparently. Not doing so risks damage reputationally and financially. 

Deterministic AI fits the purpose to meet those requirements. It can act as a guardrail ensuring output is verifiable and based on organisational approved data. In instances where predictable responses are non-negotiable, for example compliance tasks, advice related to safety-critical actions, legal information, and domain or industry specific rules, deterministic AI gives organisations the confidence in the accuracy, transparency and reliability of the information being shared. 

  • Human nature

Generally, human conversations are not linear, questions they ask can be ambiguous, and there is often complexity in language they use. It is natural to jump between concepts and ideas and easy to stray from logical, sequential thinking as the cogs turn. 

The richness of conversations is based on creative, illogical, and unrelated human thoughts and questions, which humans can make sense of. Having such a disjointed, non-linear conversation with a deterministic AI powered chatbot or voicebot would not be possible, and this is where generative AI is advantageous, and will provide the best possible experience. 

Generative AI helps organisations interact with humans more naturally, and provides the creativity and adaptability required to understand and interpret conversations within context and have a more naturally flowing exchange with a customer. It delivers contextually appropriate content such as text, designs, and images, and ensures the personalisation of conversations. 

Whilst it is widely reported that generative AI can hallucinate and provide misinformation, the hybrid model where deterministic and generative AI work in tandem ensures that the necessary guardrails are in place to avoid such pitfalls as far as possible. 

  • The best of both worlds

Leveraging both deterministic and generative AI to power chatbots, voicebots and virtual assistants gives organisations the safety, security, accuracy, and control required as well as the personalisation, creativity and human-like conversations expected. 

Creative Virtual’s V-Studio is a management and orchestration platform that handles both deterministic AI and multi-vendor generative AI in tandem, providing interpretation and communication capability with the confidence of security, safety and compliance protocols embedded into the platform. It gives organisations the best of both AI models – deterministic and generative – leveraging the strengths of each for the best conversational AI experience.