用例 - 从脚本化体验到精心控制的即兴表演：在客户服务中充分利用生成式人工智能避免后悔.pdf

1、Harnessing generative AI in customer service without regretsFrom scripted experiences to carefully controlled improv 09/10/2025When you are adopting Agentic AI Scripted PlayImprov Scripted Play:Submit Meter Reading Meter ValueMeter IDScripted Play:Submit Meter ReadingStatic flows make for static exp

2、eriences Static is easy to test&monitorTree traversal tests&tracking(micro)conversions SuccessImprov(Agentic AI):Submit Meter ReadingA free flowing negotiation.How to monitor&test?The agent determines what to do next*.*=The determination of the agent is based on its instructions and goals.The instru

3、ctions can define an order in which to procede.It can go wrong Ars Technica,2025-04-18 Reliable?Capable?From Scripted to Agentic:Testing&Monitoring need to step up!MLOpsGenAIToolingSpotlight:Automatic Transcript Analysis Identify dialog issues(especially breakdowns“)Sentiment analysis Topic and inte

4、nt classification(open/closed)Prompt-based custom analysis(e.g.Conversations without a proper closure.“)Monitoring:AI Transcript AnalysisAutomate analysis of conversationsSpotlight:Automatic Transcript AnalysisConversation TranscriptsMass AnalysisConversational AI PlatformDatabaseFlexible Analyzer S

5、et Build custom sets of analyzers Define analyzers via promptAI Application AI Transcript Analysis:Conversational BreakdownsSpotting problematic conversational turns.That doesnt answer my question.Im sorry,I didnt understand you.I dont have them!Thats what this is all about.Are you serious?I dont ha

6、ve a contract yet.?I can help you with the following topics related to your meter and meter reading:NLU Bot:Users expect more understanding from our bots.meter reading cardmeter replacementSubmit meter readingCheck meter readingOther topics