Addressing Hallucinations in Generative AI for customer service applications

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Advances in Deep Learning have made Large Language Models (LLMs) a potential game-changer for customer service, as well as other commercial applications. These models can generate natural interactions without explicit instructions or manual data, unlike current conversational Artificial Intelligence (cAI) systems.However, this technology carries the risk of incorrect or fabricated answers, known as 'hallucinations', which can undermine customer trust and harm a company's reputation.In this collaborative project, the consortium consisting of Algomo, YuLife, Natwest and the Universities of Edinburgh and Essex will research and develop technologies that will identify, monitor and address hallucinations for customer service applications.This project fits Algomo perfectly, as it improves upon our core product, a cAI platform, and addresses the market need for trustworthy and reliable generative cAI.By developing a technology that effectively addresses hallucinations, we will increase trust and confidence in the outputs of LLMs, ultimately accelerating their commercial adoption not only for customer service but also for a variety of other use-cases.