Pathlight unveiled Pathlight Conversation Intelligence (CI), introducing a new paradigm in AI-based customer interaction analysis. Leveraging the most sophisticated language models available, organizations can, for the first time, perform human-level analysis at scale—maximizing quality and depth of customer insight. Pathlight CI represents a major technology leap in the application of AI to the field of conversational analysis, surpassing the superficial limitations of legacy solutions.
“The most critical business insights and customer issues originate from daily interactions, yet most organizations have visibility into less than five percent of conversations,” said Alex Kvamme, CEO, Pathlight. “The bottom line is that you can’t fix what you can’t see. Not only that, but you can’t truly understand a customer’s needs and future pain points unless you’re able to deeply understand what they are saying. Pathlight CI closes this information gap by enabling customer-facing teams to uncover and address issues quickly, and giving them unparalleled insights into emerging trends.”
Kvamme added, “Most non-AI-native conversational analysis tools in the market pick up bits and pieces of customer interactions, but words and tags fail to answer a fundamental question: why are my customers calling in the first place, and what do they need from us to make their experience better? We designed Pathlight CI to go above and beyond these superficial insights and extract the full picture of what the customer needs. Until Pathlight CI, we had barely scratched the surface of what’s possible.”
Pathlight CI: Generative AI Provides Human-Level Conversation Analysis
Traditional conversation analysis remains incredibly limited. The process is either managed manually by Quality Assurance (QA) analysts that can’t cover the full spectrum of conversations, or by a lightweight AI model that can analyze at scale but lacks deep insight. The common thread between both options is they are expensive and lack depth and scale.
Pathlight CI harnesses the latest in large language model technology, combining the depth and nuance of human analysis with the scale and speed of machine learning. Leveraging transfer learning and transformer architecture, as well as multiple LLMs, the new solution deciphers nuances in language and context far beyond the reach of traditional ML solutions, delivering a level of analysis previously unattainable.
The foundation of Pathlight CI is powered by a multi-LLM backend that uniquely leverages both public and privately hosted models. This architecture ensures each analysis job is matched with the ideal model, optimizing precision and efficiency, while also circumventing issues around context window limitations and rate limits.
SOURCE: PRNewswire