CHART 1
CHART 1
Through a sophisticated understanding of language and context , Generative AI can provide tailored responses that address customer queries in ways that no pre-programmed script can achieve .
However , the impact of using Generative AI that is combined with existing AI methods is the key differentiator , namely for organizations that need it for niche , esoteric use cases .
THE TWO FACES OF GENERATIVE AI
As Generative AI continues to mature , it branches into two distinct offerings : horizontal and vertical models ( SEE CHART 1 ).
Horizontal models , exemplified by ChatGPT , offer a broad understanding of various industries and scenarios . These versatile tools can be used across departments and industries , but their scope might fall short when it comes to hyper-targeted solutions for specific categories .
On the other hand , vertical AI models bring deep domain expertise to the table . These models delve into the intricate nuances of specific businesses , offering solutions that are finely tailored to individual needs .
Imagine a customer service representative armed with an AI-powered assistant that understands the intricacies of their industry . Guiding them to offer solutions that go beyond the generic responses found in horizontal AI systems .
Many people think that Generative AI is the main change-maker for organizations . But it ' s actually the combination of vertical AI solutions with Generative AI capabilities that are making a bigger impact .
Because vertical AI solutions are industry-specific , any and every form of business can harness the power of Generative AI for their workforce .
Vertical AI platforms are typically built upon essential data models , ( described later ), that form the foundation of the technology . This sets it apart as a vertical model rather than a horizontal one .
1 . Industry-specific language processing . This teaches the technology to understand and communicate like people in the industry using the platform . For service industries , it helps the model read , comprehend , and offer suggestions using common industry terms by technicians .
GENERATIVE AI
BECAUSE VERTICAL AI SOLUTIONS ARE INDUSTRY- SPECIFIC , ANY AND EVERY FORM OF BUSINESS CAN HARNESS THE POWER OF GENERATIVE AI FOR THEIR WORKFORCE .
2 . Data contextualization . This process is exactly what it sounds like . It involves giving context to the data and ensuring the data knows its place and connections . It ’ s all about adding the " who , what , where , and why " to data , making the output more meaningful .
3 . Expert knowledge . Some vertical AI solutions go even beyond historical data by gathering knowledge from a company ' s top workers to enhance the model ' s intelligence . This approach includes the expertise of skilled individuals in the dataset , resulting in more accurate and personalized outputs .
On top of this foundational model lies the Generative AI element of the technology found in vertical AI offerings . This enables the model to provide elevated and tailored responses that address queries just like a customer service chatbot , but it does so in ways that no pre-programmed script can achieve .
FIVE REASONS WHY VERTICAL AI SOLUTIONS IS A GAME CHANGER
1 . Meeting the bar for excellence : In customer service , every interaction is an opportunity to build or tarnish brand loyalty . Service organizations demand solutions that exceed expectations and address problems with precision . This is where vertical AI models shine - equipped with the expertise to provide accurate solutions , even in complex situations - like tech support .
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