It seems like everyone is talking about Large Language Models (LLMs) and AI at the moment. Whatever sectors you work with, every organisation appears to be looking at ways to leverage these new technologies and unlock efficiencies. But when you go beyond the buzzwords, what is really there?
At Virtuoso Partners, we provide our clients with the expertise so they can help their customers make the most of new technologies, such as Workato Generative AI for Enterprise - a large language model custom-trained on proprietary data from Workato’s extensive database of automation programming, integrations, APIs, and connectors.
In this article, we’ll take a deep dive into LLMs and artificial intelligence (AI), including five ways companies can use them to change their business trajectory today.
What Are LLMs and What Can They Do?
Gartner defines a large language model as ‘a specialised type of artificial intelligence trained on vast amounts of text to understand existing content and generate original content.’
While some use the term LLM and AI interchangeably, they’re different. An LLM is a form of generative AI using algorithms to create text. There are numerous other types of artificial intelligence, as well as other types of generative AI, including algorithms that create visual images or music.
Benefits and Challenges with Practical Use for Businesses
Leveraging LLM and AI can revolutionise an organisation’s business processes, making them faster, more efficient and more effective. AI has many practical business uses, from intelligent automation that takes care of repetitive manual tasks to smart content management solutions that guide people to the right answer faster.
Of course, there’s no magic bullet, and companies encounter challenges as they incorporate LLM and AI into their organisation. However, with thorough planning and expert help, there’s no reason why your customers shouldn’t be reaping the rewards of LLM quickly.
Now, let’s look at five ways companies can harness LLM and start realising those benefits today.
1. Enhancing Customer Service and Employee Satisfaction with LLM and AI
Customer service has always been labour-intensive, and agents often struggle to provide customers with the help they need.
LLM and AI are revolutionising how organisations connect with their customers, making interactions faster and more personal. Examples include:
Intelligent automation helps customer service agents find solutions quicker.
Intuitive knowledge bases enable customers to ask questions (in their own words) and obtain answers.
LLM chatbots provide round-the-clock support.
AI gathers consumer insights to deliver accurate, personalised recommendations.
AI-powered virtual assistants guide customers to get what they need faster.
From the employees’ point of view, AI streamlines the workload. If customers can find answers themselves, agents only step in when it’s an exceptional situation that only a human can handle. This makes their roles much more specialised. It also improves the employee experience, making it easier to perform tasks and get the answers they need.
In IT operations, companies can create an IT service desk automation chatbot to triage user requests, saving time for helpdesk staff and ensuring the top priority issues get fixed faster. Solutions like Workato make it easy, with natural language assistants that allow you to describe the kind of automation you want to create in plain English - then build it for you. It can drastically cut development time, so your customers can move faster.
2. Streamlining Operations using LLM and AI
Enterprise CEOs prioritise operational efficiency higher than any other value driver. LLM and AI can have a huge impact on business operations.
Workato’s 2024 Work Automation and AI Index Report discovered that business operations teams automated 28% of all processes in 2023, a greater proportion than any other subgroup across IT or business teams. The research also found that 31% of all AI use cases are in IT operations, where generative AI’s adeptness at understanding and interpreting helpdesk requests can really make a difference.
Workato’s AI-powered solutions - Copilot, GEARS and Workbot GPT - enable users to build software integrations and automations using natural language. Thanks to solutions like these, enterprise scenarios throughout the business process where AI was previously too complex to implement are now open for improvement. In this way, AI is a game-changer for democratisation, reducing operating costs and improving Quality of Service.
3. Automating Business Processes with LLM and AI
LLM and AI excel in automating repetitive tasks and workflows, leading to increased efficiency, reduced costs and fewer instances of human error.
Examples relevant across all industries include:
Virtual service desk - Generative AI makes it possible to create automated, 24/7 chatbots to solve user’s problems before a human needs to get involved.
Conversation intelligence - Solutions like M-Files Aino can pick out the highlights from your documents and summarise them when asking questions.
IT Service Management - Set up automated solutions to speed up manual processes such as adding and removing staff, monitoring software licenses and fulfilling access requests.
4. Leveraging LLM and AI for Data Analysis
Today’s business software generates reams of data, but companies often struggle to derive tangible benefits from it.
LLMs and AI can analyse large datasets to extract valuable insights, faster and more accurately than a human ever could. This makes it a game changer for organisations. For example, Kofax Azure OpenAI GPT Connector allows you to build workflows that integrate generative AI into the decision-making process, such as risk assessments.
LLMs can also provide insights into market trends and consumer sentiment by analysing news articles, social media, and other text sources. For instance, an LLM could study social media trends to predict an upcoming surge in demand for a new product category, allowing businesses to proactively adjust their inventory and supply chain strategies.
LLM’s data analysis capabilities can also quickly recognise patterns in large amounts of data. In the same way, it also detects anomalies. Businesses can use this to recognise trends they might not otherwise have seen - and take action to make the most of those trends.
5. CRM Hygiene with LLM and AI
Bringing AI into a CRM system can take its capabilities to new levels. Examples include:
Data cleansing – LLM and AI algorithms can standardise data, identify and remove duplicates and correct errors. When all client information is up to date, people can work faster and make fewer errors.
Sales forecasting – By analysing past and current sales data, customer interactions and market trends, LLM and AI can deliver accurate sales forecasts, including churn prediction.
Sales fulfilment - Kofax GPT delivers personalised AI-generated responses for customer interactions. Automating interactions speeds up the sales process and reduces transaction processing time.
LLM and AI can improve virtually every aspect of how an organisation works – for the better.
Overcoming Challenges in Implementing LLM and AI
Adopting AI and Large Language Models brings challenges, but organisations can overcome them with thorough planning.
LLM’s upfront costs might seem steep initially, but exploring cloud-based solutions can offer more flexibility. Privacy and security are also concerns, but there are frameworks and data governance regulations to point you in the right direction. The AI field is highly specialised, so investing in training and partnering with automation experts can fill knowledge gaps.
Quality data is the fuel for AI (2), so prioritising data cleaning and enrichment will ensure the AI has the right foundation to learn and grow. Integrating AI smoothly with existing systems might require some technical knowledge, but focusing on flexible architectures and APIs can ease this transition.
At Virtuoso Partners, we support vendors with expert consultancy and technical know-how so you can deliver for your customers without increasing your overheads. Services include:
Pre-sales support - We’ll attend pre-sales calls to understand your customer needs and identify the right tools for the job.
Business analysts and project management - Our experts can help your customers define their requirements, manage implementation and remove blockers.
Post sales - Our Helpdesk support and Consultants are always on hand to ensure your customers get the most from their investment.
Future Trends in LLM and AI
The capabilities of artificial intelligence are advancing at lightning speed, which brings new opportunities for businesses to innovate. The direction of travel is making LLMs and AI easier to use and, therefore, accessible to more people. LLMs are becoming more conversational, making chatbots and virtual assistants simple to direct and ‘more human’, while generative AI has moved beyond text and into images and audio.
All these advancements (and more) could be the difference-maker for your customers. Their competitive edge could depend on how well they stay ahead of the curve.
Easy and attainable!
Leveraging LLMs and AI for large-scale business processes is easy. We can seamlessly plug a digital brain into your processes with our technologies, eliminating the need for you to have the necessary skills or resources to implement, minimising disruption and making it cost-effective in the long run.
Find out more from Virtuoso Partners
At Virtuoso Partners, we provide access to the latest technology solutions from leading software vendors, including LLM and AI-powered solutions. We also deliver comprehensive professional services and support, ensuring you achieve your digital transformation goals.
For more details about how to harness LLM and AI in everyday business processes, download the below PDF.
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