In 2023, Canada-based Algo Communications found itself facing a challenge. The company was poised for rapid growth, but it couldn’t train customer service representatives (CSRs) quickly enough to keep up with its expansion. To tackle this challenge, the company turned to a novel solution: generative AI.
Algo adopted a large language model (LLM) to help onboard new CSRs faster. In order to train them to answer complex customer questions with accuracy and fluency, Algo knew it needed something more robust than an off-the-shelf LLM, which is typically trained on the public internet, and lacks the specific business context needed to answer questions accurately. Enter retrieval augmented generation, better known simply as RAG.
By now, many of us have already used a generative-AI LLM through chat apps like OpenAI’s ChatGPT or Google’s Gemini (formerly Bard) to help write an email or craft clever social media copy. But getting the best results isn’t
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