#48 - OttoQA: LLMs vs. Keywords

Tom Laird and Marc Bernstein discuss OttoQA's capabilities, LLM approach vs. keyword approach, and calibration & QA workflows. Timestamps: 00:00 OttoQA Beginnings & AI Experience 08:00 LLM Approach vs. Keyword Approach 11:00 Customer Experience 15:00 OttoQA Capabilities 24:15 Calibration & QA Workflow 34:05 OttoQA & AI in 3 Years

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Reimagining the Contact Center is a warm and conversational podcast that digs into the new contact center economy and how technology, businesses, and the modern customer work together to build better lives for ourselves and our families.