Genna
Generative Artificial Intelligence
NOHOLD combines Deterministic and Generative AI to render the best results for businesses wanting to support customers and employees automatically.
AI Assistants using both methods consistently handle more than 45% of issues. Prompt, effortless and contextual escalation to humans is part of our best practices to guarantee high Net Promoter Score (NPS).
Generative AI
Creates the answer ex-novo and will generate a different answer at any given time for the same question.
vs
Deterministic AI
The answer is extracted from existing content and will be the same if questions are semantically similar.
Our AI Assistants include both Deterministic & Generative AI
The Deterministic part of the platform handles the top 20% of issues that come up 80% of the time. If we consider a Pareto chart of the issues affecting a contact center, Deterministic AI is very good at handling the most common issues.
The Generative part of the platform, Genna, handles the more esoteric issues that come up less often, the long tail of the Pareto chart.
Unique Features of Generative AI
Genna, NOHOLD’s Generative AI system enhances the AI Assistant experience by adding context awareness, enhanced language understanding, reading comprehension, summarization, common sense reasoning and symbolic problem solving. Here are some examples of interactions with Genna:
Context Awareness
The AI Assistant understands that “that” refers to the Wallet App. Genna can infer what end users are asking based on prior interactions.
Empathy
Genna is expressing empathy for the end user’s situation by saying, “Sorry to hear…” Generative AI is capable of determining if a situation requires empathy.
Common Sense Reasoning
Genna infers that 16 is less than 18. Nothing in the AI Assistant training set refers to 16. So the Large Language Model gained general knowledge of relationships between numbers without being programmed to.
Complex Questioning
Genna handles complex, multi-questions queries. An end user can ask more than one question within the same submission and receive a response for each question.
Context Retention
Context retention is maintained across multiple queries by the AI Assistant. If an end user wants to discuss a previously established interaction Genna has no problem remembering what was discussed and providing a response.
Specificity
Generative AI like Genna allows for specificity. The end user can ask for more details if solutions are unclear, and the AI Assistant will understand.
Benefits of Combining Generative & Deterministic AI
- Easy to update no retraining the whole system
- Better suited for regulated markets where it is imperative to offer previously validated responses
- Transparency in reviewing AI interactions
- Focused content so none of its knowledge comes from a foundational model
- Secure and Compliant to prevent injection attacks that would potentially make the AI Assistant answers bias
- Helpful procedure guidance to walk end users step by step through a process
Timing & Resources Needed to Utilize AI
- The whole process typically takes 4 to 6 weeks
- 80% of the time for implementation and 20% for testing
- Clients should consider investing a total amount of 40 hours
Send Us a Message
Our Social Media
Our Office
NOHOLD Inc.
830 Hillview Ct.
Suite 120
Milpitas, CA 95035