How to Use an LLM Chatbot To Upgrade Your Customer Support Strategy

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Jul 18, 2024 04:00 AM

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The Basics of Large Language Models (LLMs)

A language learning model (LLM) is a computational deep learning model trained using vast amounts of data to understand and generate human languages.

Upon training, LLMs are capable of providing answers to users’ prompts, summarizing textual passages, or engaging in conversational interactions.

LLMs use a transformer neural network to operate. The model’s architecture somehow resembles the human brain as it uses nodes (just like brain neurons) in a layered structure to process textual inputs (which are sequences of words) and predict the outcome (which is another series of words that the algorithm generated).

There are multiple, deep layers involved in the architecture, thereby making LLM a “deep” learning model.

Meanwhile, the “large” in LLMs pertains to their massive parameter counts. Parameters are internal variables that the model learns to respond to prompts. For instance, GPT-3.5 has 175 billion parameters, while GPT-4 has around 1.8 trillion parameters.

How do LLMs work?

The LLM’s response depends on its training data, which can include information from the internet, books, encyclopedias, and more. Text data are broken down into small units called tokens, which can be individual words or language characters. For instance, the text “Thank You!” can be tokenized into: “thank”, “you”, “!” and “ “.

Afterward, the model “self-trains” to predict the next token(s) (using associated probabilities of tokens) in a sequence of textual inputs.

Here’s a simple example. Suppose the model will predict the next word in the sentence “The apple falls from the…”

The probability distribution of tokens under this context (and based on the LLM predefined vocabulary from its training data) are as follows:

“table”: 0.22

“tree”: 0.42

“Basket”: 0.12

(other tokens with low probabilities)

The model predicts “tree” as the next word because it has the highest associated probability of occurrence.

Once trained, an LLM becomes capable of producing high-quality phrases and sentences by mathematically predicting the succeeding combination of tokens with the highest probability of “satisfying” the textual prompt. That’s why LLMs are computational, as they generate responses based on their calculation of tokens’ probabilities.

So, when you ask ChatGPT who gave the Gettysburg Address, the model will respond that it's “Abraham Lincoln.” This is not because it’s cognizant of the terms “Gettysburg,” “Address,” “Abraham,” or “Lincoln,” but because it generates the most probable response based on the patterns extracted from its training data.

What Is an LLM Chatbot?

LLM chatbots are conversational programs or interfaces powered by large language models. These chatbots mimic human language as they provide real-time, accurate, and coherent responses.

Unlike old-school, rule-based chatbots, LLM chatbots are more flexible and interactive. Rather than relying on predefined scripts or rules, they draw upon their training data to provide personalized and contextual responses.

More remarkably, LLM chatbots perpetually self-improve as they “talk” with users. The more conversation they have, the better their responses become. Of course, you can also “manually” fine-tune LLM for the chatbot and improve its performance by retraining it with fresh and improved data.

With their agility, versatility, and conversational capacity, LLM chatbots are revolutionizing various industries like healthcare, logistics, finance, and education.

But what interests us the most is LLM chatbots’ impact on customer support automation.

How LLM Chatbots Can Improve Customer Support?

LLM chatbots propel the quality of a business’s support service in different ways.

24/7 Virtual Assistance

LLM chatbots can address customer concerns even beyond business hours, helping you gain their trust and loyalty in the long term.

2. Cost-Saving Service Solution

Instead of hiring additional staff to answer a surge of customer requests, get a chatbot that can simultaneously address them. This approach is much cheaper and more efficient. Using conversational chatbots is estimated to decrease support costs by 30%.

3. Personalized Support Service

LLMs are trained to “comprehend” language nuances, enabling them not only to understand words but also to infer the intent behind them. LLM chatbots pick up customers’ tones, sentiments, and specific needs to provide tailored responses.

4. Multilingual Capabilities

Chatbots are commonly trained in the English language, but you can use textual training data in any language. Once trained, you can deploy them to address your global customers.

LLM Chatbot Examples in Customer Support

Here are some LLM chatbots made for customer support.

My AskAI

My AskAI’s support agent is an LLM chatbot that can deflect up to 75% of daily customer inquiries. By adding your web pages and knowledge bases, My AskAI can automatically answer company-specific inquiries. You can also install it directly onto your existing live chat platform, such as Zendesk, HubSpot, or Intercom.

Intercom Fin

Intercom is one of the best customer support platforms using an LLM chatbot named Fin. You can train it using your URLs, help centers, and articles. Upon deployment to your site, it can address basic inquiries or escalate complex concerns to agents.

Aivo Agentbot

Aivo’s Agentbot is a no-code AI chatbot that you can install on your Meta business platforms (Facebook and Instagram) to address simple customer concerns automatically.

Amazon Lex

Amazon Lex harnesses LLM technology to provide customers with accurate product information and assist them with their queries.

Tidio Lyro

Lyro chatbot can be developed using ready-made, no-code templates. You can use it to provide 24/7 customer support, automate lead generation, and provide personalized customer recommendations.

Conclusion

In the ever-competitive business landscape, LLM chatbots are game-changers for stepping up your customer support and winning your clients’ loyalty, trust, and satisfaction.

My AskAI is an affordable LLM chatbot that can provide instant answers to any support questions. It can be developed with no coding required—add your internal company content and knowledge bases (from Notion or Google Drive) and integrate them into your support and workplace apps.

How to Use an LLM Chatbot To Upgrade Your Customer Support Strategy