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Amazon
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NewDay builds A Generative AI based Customer service Agent Assist with over 90% accuracy
- NewDay, with a focus on credit assistance, developed NewAssist, a generative AI assistant for customer service agents to improve interactions with customers.
- NewAssist utilizes Amazon Bedrock technology to enable real-time support during customer interactions.
- The initial focus was on improving speed of call resolution through generative AI while facing challenges in resource management and legacy systems compatibility.
- NewAssist's journey transitioned from voice assistant to chatbot, emphasizing proof of concept validation with an accuracy target of 80%.
- The technical design included serverless infrastructure to optimize costs and scalability.
- Implementation involved a Retrieval Augmented Generation (RAG) solution, incorporating various components like user interface, knowledge base processing, suggestion generation, observability, and offline evaluation.
- Data processing improvements led to a 20% accuracy increase, showing the critical role of data quality in generative AI applications.
- Interaction analysis with users revealed unexpected usage patterns like the need to accommodate internal jargon for better response accuracy.
- Expanding experimentation to 10 customer service agents resulted in over 90% accuracy, allowing NewAssist's production deployment for 150 agents.
- Learnings emphasized a culture of experimentation, data quality focus, and understanding user interactions for optimal generative AI application development.
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