Building Enterprise-Ready Generative AI: Level AI’s Journey in Generative AI Excellence
In the realm of artificial intelligence, generative AI has emerged as a transformative force, capable of generating human-quality text, translating languages, and understanding the nuances of human language. However, harnessing the power of generative AI for enterprise applications requires a rigorous approach to benchmarking, explainability, and continuous improvement. Level AI stands out as a pioneer in this domain, setting new standards for enterprise-ready generative AI.
AI Benchmarking for Impact and Effectiveness
Level AI recognizes that traditional benchmarking methods fall short when evaluating generative AI models. These emerging use cases demand new and innovative approaches to assess the impact and effectiveness of generative AI.
To address this challenge, Level AI has developed a comprehensive benchmarking framework that encompasses a wide range of quantitative and qualitative metrics, including accuracy, correctness, and quality. This framework goes beyond traditional measures to capture the nuances of human language and the complexities of customer interactions.
A good example of this is Voice of the Customer Insights. It extracts granular customer needs and pain points from past customer interactions to generate actionable customer concerns. To measure the effectiveness of these customer concerns, we came up with a unique “Composite Customer Voice Score,” which takes into account both the accuracy and quality of the generated concerns.
Each week our internal evaluation team reviews hundreds of Generative AI insights from our clients’ interactions. The evaluators then listen to the full conversations and score the generated insights on accuracy (where the evaluators assess whether the AI content is faithful and representative) and quality (where the evaluators assess whether the AI content is actionable and captures the essence of the customer’s voice) which comprise the Composite Customer Voice Score that is used to continuously refine and improve the performance of our AI models.
Fostering Trust with Explainable AI
In the enterprise environment, trust is paramount. When deploying AI solutions, it is crucial that users understand the reasoning behind the models’ decisions. Level AI prioritizes explainable AI by providing users with insights into the rationale behind the AI’s outputs.
A prime example of this commitment to explainable AI is Level AI’s Intent Modeling Studio, a tool that allows users to test any phrase for intent and receive “near miss” detection. This provides valuable feedback that helps users understand the nuances of intent classification and vastly improves model accuracy.
In another example, Level AI’s QA-GPT product revolutionizes the quality assurance process by automating the scoring of customer conversations. This AI-powered tool can instantly assess conversations against any custom scorecard with near-human accuracy, significantly reducing or even eliminating the time and effort required for manual QA.
QA-GPT enhances AI explainability by providing evidence and reasoning to support its scores. This transparency empowers users to understand the rationale behind the AI’s assessments and make informed decisions.
Continuous Improvement through Data-Driven Iteration
Level AI is committed to continuous improvement, leveraging data to refine and enhance its generative AI models. By collecting and manually evaluating hundreds of interactions from each client every month, Level AI not only ensures the effectiveness of the AI models for every customer but also gains valuable insights into real-world usage patterns and customer feedback.
This data-driven approach allows Level AI to identify areas for refinement and iterate on its models to ensure they consistently deliver optimal performance and align with evolving business needs.
Pioneering Enterprise-Ready Generative AI
Level AI’s dedication to benchmarking, explainability, and continuous improvement positions it as a leader in enterprise-ready generative AI. The company’s commitment to these principles ensures that its models are not only powerful but also trustworthy and adaptable, making them ideal for integration into enterprise workflows.
As generative AI continues to evolve, Level AI is poised to remain at the forefront, paving the way for the widespread adoption of this transformative technology in the enterprise landscape. By harnessing the power of enterprise AI to address real-world business challenges, Level AI is empowering organizations to achieve new levels of efficiency, customer satisfaction, and innovation.
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