The Customer Care Knowledge Bot

When ChatGPT was first launched, I was very impressed by its ability to engage in natural human-like conversations. Unlike earlier AI models, it understood the context, maintained coherent dialogue over multiple exchanges and provided relevant, nuanced responses. The concept of having a personal AI assistant that could help with day-to-day tasks truly resonated with me. (Though I long for the day an AI assistant can handle my Starbucks coffee runs and possibly help with my household chores).

Inspired by this technology, we built the Customer Care Knowledge Bot, a secure enterprise chatbot powered by GPT technology via Azure Open AI. This is our very first GenAI bot integrated into the bFO experience to support our care agents. So far it is available to 1,2k agents and in two languages. The goal was to drive operational efficiency by providing work assistants to our agents during technical case resolutions and then for commercial as well. Prior to this technology, agents would spend considerable time researching multiple sources of information such as FAQ documents, product data sheets, diagrams, down to the previous case history to reach a conclusion. Now, the bot research and compile all this information and goes a step further to propose what the agent could provide as an answer to the customer. Saving time, energy and enhancing speed and quality of the answer.

This technology has allowed agents to resolve cases even the ones they would have needed to escalate in the past due to knowledge gaps. They also have time to upskill and expand their expertise, which would otherwise be impossible to achieve.

At Schneider Electric, our operations are built around trust and the discussion of AI is no exception. We believe it is our responsibility to ensure the technology we build is trustworthy. Our ethical code of conduct, expressed in our Trust Charter, guides us in maintaining trust in all our relationships in a meaningful, inclusive, and positive way. Our commitment to sustainability translates into AI-enabled solutions that accelerate decarbonizationand optimize energy usage.

Therefore, to ensure the information provided during technical queries is accurate, our agents are required to always verify the accuracy of the responses by referring to the documents the bot provides as references. This is crucial to our promise to strive to provide high quality services, to delight our customers and protect them and their assets. We also encourage our agents to share their genuine thoughts and experiences with the bot. Their honest feedback helps improve processes and the services we provide to our external ecosystem. This feedback loop is also essential for refining the bot's performance and avoid hallucinations.

1. The importance of effective prompting and data quality - - Crafting clear and precise prompts is crucial for obtaining accurate responses and agents need to be trained to do so. Things such as spelling errors in prompts can result in hallucinations. - Feeding the bot with sufficient information is key. A brief FAQ document is not enough to deliver satisfactory responses. Incomplete or poorly structured data in terms of format and presentation can significantly impact the AI's ability to process and respond accurately.

2. The human element and change management - Successfully integrating GenAI technology goes beyond just the tool. Change management is essential to ensure that the agents are comfortable and proficient with the capability. - Foundational training on AI including its capabilities and limitations cannot be overstated. This will help set realistic expectations and maximize on its capabilities. You don't use a camera to experience the moment, only to capture it. Use AI to perform tasks its designed for!

We have a long uncharted road ahead of us. The ultimate goal of this technology is its ability to handle complex troubleshooting questions, where extensive research and log analysis are required. If the bot can achieve this in seconds, its true value is realized, allowing humans to focus on building meaningful connections with customers and adding value.