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Working Smarter with AI: The Telia ACE Platform takes a leap forward

  • 3 min read

At Telia, we’re always looking for ways to innovate and improve our services. So, needless to say, we are thrilled to embark on the exciting journey of integrating generative artificial intelligence into the ACE platform. And we are glad to see that our efforts are being recognized by industry experts and covered in Telekom idag (subscription required).

Telia’s Approach to AI: Balancing Cost, Quality, and Efficiency

By working smart with AI, we’re not just innovating, but also driving efficiency. Our sophisticated approach to AI integration enables us to optimize the use of different AI models, thereby reducing costs for our customers while delivering superior service. This is the essence of working smarter, not harder. It’s not just about embracing new technology, but about leveraging it in the most effective way to bring tangible benefits to our customers.

While managing customer inquiries can be complex and challenging, it’s not as intricate as space travel or brain surgery. Creating an AI-bot today is relatively easy and straightforward. However, at Telia, we go beyond just creating AI-bots. We assist you in striking the perfect balance between safety, quality and AI utilization. While we utilize the best AI models available in order to generate accurate and relevant responses we avoid solely relying on the most advanced (and costly) models. This approach ensures efficiency and cost-effectiveness while maintaining high-quality service.

Integrating AI with the Existing ACE Platform

Through our partnership with Google, we’ve enhanced the Telia ACE platform to include an integrated Virtual Agent (text- and voicebot) with AI capabilities. In our latest feature release, Telia ACE Chatbot powered by GPT, we use generative AI and language models from Microsoft/OpenAI. 

The generative ACE chatbot powered by GPT  is an evolution of our existing one, which means it continues to integrate seamlessly with the rest of the ACE suite. It offers capabilities such as hand over to an agent when needed and we will gradually roll out more chatbot features in the future, such as various forms of agent assist functions, full anonymization and seamless integration of images and links.

Data quality is key when ensuring Truthful Answers

Going forward, less time needs to be spent on training chatbots. However, time needs to be invested in quality assuring content and data sources. We limit hallucinations by setting up frames for which content sources can be used and what types of conversations the bot can engage in.

We’re excited about this new chapter in our AI journey and look forward to seeing how our customers benefit from these advancements. 

Stay tuned for more updates on our AI-enriched ACE platform!

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