Gupshup launches ACE LLM to help enterprises improve customer engagement

Gupshup, a conversational engagement platform, has introduced ACE LLM, a set of Large Language Models (LLM) tailored for different purposes like marketing, commerce, support, HR & IT, and various industries including Banking, Retail, and Utilities.

These are based on foundational models like Meta’s Llama 2, OpenAI GPT-3.5 Turbo, Mosaic MPT, Flan T-5, and others. They come with robust safety features for enterprise use.  

Ranging from 7 to 70 billion parameters, ACE LLM can generate text in over 100 languages including Spanish, Portuguese, and French, the company said, adding that the integration of ACE LLM with Gupshup's Conversational Engagement Platform aims to optimise business conversations, making them more focused on goals for enhanced outcomes.  

The company also claimed that ACE LLM enhances customer interactions at different stages of the lifecycle, contributing to tasks like product discovery, lead generation, troubleshooting, and customer support. These models facilitate natural, precise conversations with speed, scalability, compliance, and cost-effectiveness.  

“Enterprises prioritise customer engagement to build relationships and address inquiries. They aim to proactively share updates, understand preferences, enable purchases, handle payments, and provide post-sale support. LLMs enhance this compared to structured chatbots. Customers can seek personalised recommendations and conduct specific searches, creating seamless AI-powered interactions that greatly improve the overall experience,” Beerud Sheth, CEO, and Founder at Gupshup told TechCircle.  

According to him, businesses need AI-powered tools that truly comprehend the nuances of their specific industry or function. With ACE LLM, enterprises can connect with their customers in a more relevant and meaningful manner.

The ACE LLM can be accessed through the Gupshup public cloud and provides choices for deployment, including geo-specific data residency or an enterprise private cloud (VPC) with scalability.  

In January, Gupshup introduced Auto Bot Builder, a user-friendly tool that employs LLMs to efficiently create advanced chatbots for businesses. Initially, this tool utilised OpenAI's GPT-3 as its core model. Since then, it has expanded to include support for Llama 2-based, fine-tuned models specially designed for enterprise discussions.