Business Case

AnyCompany, a telecom provider, wants a generative AI support chatbot to cut the cost of phone support and the load of online tickets.

• Goals: reduce online tickets by 70% and reach a customer satisfaction score of at least 4 out of 5, measured by a survey after each issue.
• Model: an LLM, because the chatbot needs to understand natural language.
• Problem: LLMs are trained on public data and don't know AnyCompany's services.
• Fix, part 1: give the model company knowledge from chat logs, past tickets, and call recordings. That data must be collected, anonymized, and cleansed into a knowledge base. This is RAG.
• Fix, part 2: let the chatbot take actions in customer accounts, such as ordering a phone or upgrading a plan. This is agents.