Ada, a customer service automation platform, has utilized OpenAI’s GPT-4 to shift from the traditional “containment rate” to a new metric called “resolution rate,” which measures how well customer queries are resolved. With this approach, Ada has significantly improved service quality, achieving resolution rates above 80% for some clients. Additionally, Ada has leveraged OpenAI’s fine-tuning API to maintain inference quality and low latency, enhancing the performance of their AI agents.
Source: OpenAI (September 8, 2024)
https://openai.com/index/ada/
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