Top 10 Tips for Selecting a Chatbot as a Service (CaaS)

Introduction

People are extremely excited about the progress in generative AI. Many organizations are thinking about how to implement it in their day-to-day workflows.

But, figuring out how to actually use generative AI in a business is not easy.

To speed up product launch, companies are using generative AI chatbot-as-a-service solutions like Gleen AI.

This article discusses the benefits of using a chatbot-as-a-service and provides 10 tips for selecting one.

What is Generative AI Chatbot as a Service?

The origins of "chat bot as a service" come from "software as a service," or SaaS.

SaaS solutions have existed for over two decades. SaaS companies offer cloud-based software to enterprises, giving them both the software and the infrastructure it runs on. This means that enterprises don't have to host and take care of the software with patches and upgrades.

Chatbot-as-a-Service (CaaS) providers have created platforms for chatbot software, delivering it as a service. For more than a decade, these sellers have been providing both the chatbot software and the supporting infrastructure.

In 2023, companies started using generative AI technology. These systems use generative AI to both better understand questions and create highly relevant responses, all in real time.

Generative AI in chatbots is proving useful for both employee-facing and customer-facing applications.

Users of GenAI CaaS solutions don't have to worry about creating and managing complex code. These systems easily connect with other enterprise systems through simple APIs, lifting the burden off users.

The Unattractive Alternatives to GenAI CaaS Solutions

Several alternatives to generative AI CaaS are out there. But all of them have significant disadvantages. CaaS alternatives include:

Creating a Custom LLM

The idea of building a custom LLM from scratch might be appealing, but it requires a significant investment. Getting GPUs, hiring machine learning experts, and managing extensive datasets take a lot of time and resources.

Unfortunately, many companies don't have a multimillion-dollar budget or the time to create a custom LLM. For most, developing a custom LLM is not practical, as even these solutions can be prone to hallucination.

Fine-tuning a Pre-Trained LLM

Many enterprise are thinking of fine-tuning an LLM.

Fine-tuning a pre-trained LLM is not easy; it needs time and money for machine learning resources.

Fine-tuning can also compromise the content safety guardrails set in the pre-trained LLM.

Last but not least, fine-tuned LLMs still hallucinate.

Building Your Generative AI Application with Pre-Trained LLMs

Companies can use pre-trained language models like GPT-3.5 or GPT-4 to create their own generative AI chatbot.

Creating your GenAI chatbot requires a skilled team to handle and maintain code and keep up with  OpenAI's APIs.

The team also needs to tackle the challenge of LLM hallucination.

Using OpenAI's Custom GPTs

In November of 2023, Open AI announced GPTs, or customized versions of ChatGPT.

While making a GPT may seem simple, it has limitations.

First, there are strict limits on the amount of private knowledge that can be fed into a GPT.

Second, concerns about exposure to exploitation by hackers and potential data leaks arise.

Third, GPTs provide limited insights into the inner workings of the application. This reduces the AI chatbot's ability to improve its performance over time.

Fourth, GPTs hallucinate.  GPTs use uploaded knowledge and the knowledge of the whole internet. Because ChatGPT hallucinates, GPTs hallucinate as well.

GenAI Chatbots as a Service: The Faster Way to Deploy Generative AI

Companies may save time and money by using GenAI CaaS rather than creating their own chatbot.

Here is a list of the top 10 features to look for in a GenAI CaaS vendor:

(1) Free Trial Offerings

Start your search for a Gen AI chat bot as a service with a risk-free trial. Gleen AI is a good option to consider. With their trial, you can try out the features without any obligations.

Companies can explore the advertised functionalities during this evaluation time to measure alignment with their specific needs and workflows.

Schedule a demo of Gleen AI or build a generative AI chatbot for free with Gleen AI.

(2) Effortless Knowledge Management

Opt for a solution capable of gathering information from diverse sources like documents, FAQs, wikis, forums, and customer support tickets, with minimal effort required on your part.

(3) Personalization of Tone and Character

Ensure your generative AI is adaptable to your brand's tone and character, boosting authenticity and engagement. Users value generative AI that maintains a consistent communication style with a familiar and trusted brand.

(4) No Hallucination

Hallucination jeopardizes the precision and credibility of generative AI chatbots, corrupting customer trust.  Find strong solutions like Gleen AI that stop hallucinations by detecting and stopping them effectively.

Watch a video that compares Gleen AI with a custom GPT trained on identical knowledge. The GPT obviously hallucinates, but Gleen AI doesn't.

(5) Intuitive Interface with KPIs

A good generative AI chatbot service should provide a user-friendly interface, enabling administrators to easily monitor performance and make needed updates.

Having access to insights through Key Performance Indicators (KPIs) is important for gaining better control over AI functionalities.

(6) Seamless Integration with all Support Channels

A GenAI CaaS should effortlessly integrate with different platforms like email, SMS, Discord, Slack, and web chat.

This ensures a consistent user experience across all support channels.

(7) Compatibility with Current IT Infrastructure

Choose a Generative AI CaaS solution that is compatible with your existing IT systems. These systems may include help desks, chat windows, and CRMs.

This ensures a smooth customer and agent experience while maximizing the value of your current IT investments.

(8) Capacity for Taking Actions

Seek a generative AI CaaS that can carry out actions on behalf of end users, empowering customers and employees to self-serve for improved efficiency.

(9) LLM Neutrality

Look for an AI chatbot that can be used with any Large Language Model (LLM), due to the rapidly changing industry.

This flexibility allows you to adapt to changes in LLM technology, ensuring your GenAI chatbot remains competitive.

(10) Protection of Data and Confidentiality

Choose GenAI CaaS vendors with SOC 2 Type 2 certification.

SOC 2 Type 2 compliance proves your GenAI CaaS vendor prioritizes your security and privacy, along with your customers'.

Conclusion

Chatbot service criteria: AI helps businesses maximize ROI, accelerate time to market, and minimize risks.

Gleen AI is the best Generative AI chatbot as a service, with its free trial and no hallucination technology. Moreover, Gleen AI takes pride in its proactive data protection and privacy policy.

Start your generative AI CaaS journey today with Gleen AI. Ask for a Gleen AI demo or build a generative AI chatbot for free with Gleen AI.