INTHEBLACK October/November 2024 - Magazine - Page 39
SPARK NEW ZEALAND’S LLM JOURNEY
Spark New Zealand’s Anshuman Banerjee says the company began its
LLM journey in 2023.
“There were certain areas of the business that were very keen when
we started the journey and we engaged with them to create some
proof of concepts,” he says.
“For example, our contact centres and retail stores were keen to use
the technology, and we created a product for our contact centre agents
and store agents to be able to query a knowledge base, identify plans
and procedures and SOPs [standard operating procedures].
“This means when they are on a call with a customer, they are able to
now query for information using a simple chat interface and get that
information really easily and faster than before,” Banerjee explains.
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