AI chatbots in customer service: clean data through noise removal

Published byIRIS Team

In the rapidly evolving digital landscape, leveraging artificial intelligence has become essential for businesses striving to maintain a competitive edge. One of the major applications of AI that has seen significant growth is customer service, particularly with the use of AI-powered chatbots like Chat GPT from OpenAI.

However, the old adage 'rubbish in, rubbish out' holds true in AI, where the input data's quality is instrumental in determining the output's quality. Businesses need to pay close attention to the quality of data being fed into their AI models, especially when dealing with customer interactions where clarity and context are crucial.

The crucial role of chat transcripts in AI training

Chat transcripts are key to the training process of AI systems. They provide the AI with examples of how human operators interact with customers, which the AI uses to learn how to respond effectively to customer inquiries. However, if noise interference or misinterpretation of speech leads to inaccuracies in the chat transcripts, the quality of AI training is compromised. Taking a basic complaint about a product as an example, if the transcript reads, 'I'm happy with the product,' when the customer actually said, 'I'm NOT happy with the product,' the difference has significant ramifications for how the AI interprets and responds to the customer's concern.

Tools that remove background noise from voice data (such as background noise cancellation apps like IRIS Clarity) ensure that customer speech is clear and intelligible, creating precise transcriptions that represent the customer's inquiries and concerns. And here lies an opportunity for businesses to get ahead of the curve. Beyond the immediate benefit of improving customer satisfaction through clearer communication, there is the long-term advantage of honing your AI chatbot's understanding and response capabilities.

Seizing the opportunity with AI noise cancellation

In a world where businesses are vying for differentiation, companies using AI in their customer service can seize a unique opportunity. As the Boston Consulting Group points out, generative AI models like ChatgPT can revolutionise customer service. However, their success heavily relies on the quality of the datasets used to train them. By removing background noise, businesses can ensure the generation of accurate transcripts (23% improvement in transcriptions and 99.9% accuracy in diarisation), thereby significantly enhancing their AI models' performance.

This not only boosts their AI's performance but positions them as pioneers in delivering superior, human-like customer service experiences. For instance, an insurance company might handle thousands of calls daily, dealing with sensitive and complex issues. If their AI chatbot has been trained on clean, precise transcripts, it can respond more accurately and sensitively to each customer, reinforcing the company's reputation for excellence in customer service (not to mention helping them comply with FCA Regulations)

Elevating your AI chatbot experience with IRIS Clarity

Investing in background noise cancellation tools like IRIS Clarity is a strategic move that transcends technology. It's a commitment to delivering personalised, responsive, and satisfying service to your customers. With clean, accurate transcripts as input, your AI chatbot becomes more efficient, offering an unmatched customer service experience.

The superiority of your AI chatbot begins with the quality of your input data and will help you get ahead of the competition. In a world where exceptional customer service can set you apart from the rest, ensuring the accuracy and quality of your chat transcripts through IRIS Clarity could very well be your winning move. It's time to seize the opportunity and lead the customer service revolution.

Start your 7 day free trial of IRIS Clarity today.

Published byIRIS Team

1 Nov '23