Powered by Data - May 13, 2024

Data Points

Last Week in Conversational AI

• Generation Z's aversion to phone calls has led companies like $9.7bn Affirm to invest heavily in AI chatbots for customer service. Max Levchin, CEO of Affirm, said these chatbots cater to customers who don't like voice, quickly resolving online questions. While chatbots handle quick questions, humans step in for more complex issues, helping Affirm to develop its customer service. Its AI assistant, tested last quarter, reduced human interaction to less than 40%.
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• Retell AI offers a platform for companies to develop AI-powered "voice agents" that handle customer phone calls and perform basic tasks such as scheduling appointments. These agents utilize large language models (LLMs) and a speech model to generate text and provide voice responses. Retell’s solution, which aims to reduce costs and waiting times, appeals to businesses that want to scale their call center operations efficiently. Despite concerns about the realism of its synthetic voice, Retell's platform demonstrates low latency and handles conversations effectively. Retell has garnered hundreds of customers and raised significant capital, increasing interest in AI-driven call center solutions.
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• Ava, an AI chatbot from the College Guidance Network, offers personalized college advice to ease the workload of overburdened school counselors. With content from over 277 experts on 110 topics, Ava provides tailored advice and monthly planning. It supports multiple languages and prioritizes data protection. Ava aims to democratize access to expert advice and streamline educational planning in the context of growing demand and limited school resources.
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