Cognitive virtual assistants: MFL Group to redefine customer care with GPT technology

The public unveiling of the ChatGPT chatbot, powered by the GPT-3 algorithm, in November 2022, grabbed the world’s attention, not without its fair share of concerns and skepticism about its applications.

What’s truly remarkable, though, is that ChatGPT managed to attract a staggering one million users in just five days. To put this into perspective, Instagram and Spotify took 75 and 150 days, respectively, to reach the same milestone. This rapid growth can be attributed to ChatGPT’s extraordinary conversational capabilities, producing text that can resemble human communication.

These groundbreaking developments couldn’t be overlooked by MFL X, the MFL Group division committed to unlocking added value through exponential technologies, developing intelligent industrial applications that digitally enhance production lines. MFL X together with 40factory, a hi-tech start-up facilitating the digital transformation process of OEMs and end users, are working intensively to build solutions that take advantage of this type of technology – impacting and improving the customer experience across the board.

The primary area where MFL Group has recognized the immense potential of GPT is customer service. It’s a game-changer for extracting and organizing the vast pool of unstructured knowledge housed within Original Equipment Manufacturers (OEMs). PDF manuals, spreadsheets, field service reports, emails, CRM cases/tickets, Industrial IoT data, and various other sources can be easily uploaded, and the technology takes care of the rest, efficiently harvesting and indexing all the information. This indexed information becomes readily searchable via a virtual assistant fueled by the GPT algorithm, easily accessible through common communication channels like messaging apps (Teams, Telegram, Slack, etc.) or dedicated cloud applications.

Nearly half of all customer queries can be handled autonomously by this application, significantly reducing the need for human intervention and expediting the resolution of support cases. This efficiency not only saves time, but also enhances customer service by delivering concise and precise responses to the most common and repetitive after sales inquiries. Consequently, customer service agents have more time to focus on cases where their expertise is critical in ensuring resolution.

What sets this approach apart is its rapid deployment; in stark contrast to other knowledge-sharing systems that demand arduous efforts to structure and organize unstructured data, GPT-based systems swiftly integrate existing corporate knowledge assets.

MFL Group’s clients can expect a dynamic transformation in their customer care thanks to the integration of the GPT algorithm.The AI powered service  converts into time saving and minimized machine downtime. The customers get the added perk of communicating in their language of choice among 35 diverse languages, eliminating the need for translations. What truly stands out is the human-like conversations they can have within the application’s support, and all of this is available around the clock, 24/7.

Stay connected with MFL Group for future developments!

Source: Cognitive Virtual Assistants as a new resource for troubleshooting of industrial plants. A practical case for applying revolutionary GPT large language models. Authors: Diego Droghini, Federico Pagani, Filippo Ghelfi, Fabio Vesperini, Andrés Cartagena Ruiz, Pedro Luis Bacelar dos Santos.