Transcom and SiloGen reshaping CX through a specialized LLM

Transcom, a global leader in digital Customer Experience (CX) solutions and Silo AI, one of Europe’s largest private AI labs, are proud to announce a strategic partnership to build a specialized large language model (LLM) for CX. Leveraging technology from Silo AI’s product arm SiloGen, the specialized LLM aims to improve customer service and keep related costs down while ensuring data privacy and security, making it especially interesting for European companies.

“At Transcom, we believe AI will revolutionize our industry. With this partnership, we’re on the barricades, able to provide a superhuman customer experience. We’ve been offering AI solutions for a long time, but with SiloGen’s game changing specialized LLM, we’ll make life easier for our agents, our clients, and their customers alike”, says Jonas Dahlberg, President & CEO, Transcom.

The specialized LLM will be the foundation of the entire CX journey. It will empower the development of tailored AI solutions, including augmented agent assistance tools, tailored conversational AI, voice and chatbots, as well as conversational analytics for service and product insights. The benefits range from accelerated service automation to expedited agent proficiency, ultimately resulting in improved productivity, service availability, first contact resolution, and, most importantly, customer satisfaction.

While using generic and readily LLMs might be simple it is neither effective nor efficient. Fine-tuning specialized LLMs for specialized tasks offer vast possibilities for control, alignment and efficiency, as well as performance. With a fine-tuned LLM it is possible to control what data the model is trained on and how that data is processed. Giving the LLM detailed insight on a company’s users, processes and products enables alignment with a company’s values and ways of working. This will, for example, create bots fully versed in the messaging and brand of a company, making it feel fully a part of a service instead of an addition.

“We’re honored to be a trusted partner for Transcom in their endeavor to provide best-in-class customer experience for their clients. Our values in terms of building human-centric technologies align perfectly and provide a foundation for a successful collaboration. Customer experience is such an important differentiator for companies, and we see tremendous potential for leveraging language models in order to help for instance customer service agents find the correct information in a timely manner to satisfy their customers. I believe the customer service LLM that we are building together will lead the way for many companies to follow”, says Peter Sarlin, CEO and co-founder of Silo AI.