Giving Thanks in 2024 – A Year of Growth and Innovation at IrisAgent

As we celebrate Thanksgiving, the IrisAgent team finds this moment to reflect on a year filled with innovation, collaboration, and success. 2024 has been a transformational year, and it would not have been possible if it were not for the trust and partnership of our customers, the dedication of our employees, and invaluable insights from our partners. We extend our deepest gratitude to each of you for shaping the journey of IrisAgent.

This year, we’ve made significant strides in transforming customer support with cutting-edge Generative AI solutions. Let’s dive deeper into some of the milestones and innovations that are revolutionizing the support landscape.

1. Multi-LLM Engine: A New Era in AI-Powered Support
 Customer expectations change fast, and AI models should also evolve fast. IrisAgent was one of the pioneers to launch a multi-LLM engine that dynamically selects the optimal language model for each query. Such an approach leverages the best-closed LLMs from market leaders like OpenAI and Anthropic, along with the fine-tuned models from Meta's LLama and Mistral. Why does this matter? It makes sure

   1. Consistency and Reliability: Even if one model underperforms, others seamlessly step in, guaranteeing accurate, coherent responses.  

   2. Efficiency at Scale: Distributing computational loads enhances scalability, allowing us to handle larger volumes of queries effortlessly.  

   3. Continuous Improvement: The flexibility to integrate new models ensures that our platform stays ahead of the curve, evolving without costly infrastructure overhauls.
 

2. 100% Auto-Triaging: Smarter Support Begins Here  
 Manual triaging of tickets is a time-consuming process that tends to slow down customer support teams. IrisAgent's proprietary feature, auto-triaging, eliminates this bottleneck, categorizing and routing each incoming ticket with unparalleled accuracy.
 Key advantages:


   1. Faster Response Times: Triaging tickets immediately means your customers get quicker resolutions.

   2. Resource Optimization: Support teams can focus on the most important issues, reducing their backlog and increasing efficiency. 

   3. Accurate Intent Identification: Our proprietary intent detection models ensure that every ticket is matched with the right team or agent every time. 


3. Automated Knowledge Base Creation: Leveraging the Power of Resolved Issues
 Generally, support teams lack the efficiency of creating updated knowledge bases, except with IrisAgent. With our platform, comprehensive knowledge bases are created automatically, based on resolved tickets over time, which would otherwise consume endless effort to be continuously updated. 
 Impact 

   1. Incoming Requests: Support Tickets are bound to reduce greatly as customer self-service will be deployed. 

   2. Always current: The best and most up-to-date information is available at every point in time.

   3. Improved Self-Service: Customers can solve problems themselves, thus increasing satisfaction and lowering support costs.


4.  Hallucination Removal Engine (HRE) and Human-in-the-Loop: For the Elimination of Hallucinations and Building Trust
 
 AI hallucinations — the ability of models to create inaccurate or misleading information — are a threat to the trust of customers. Therefore, we created our Hallucination Removal Engine (HRE), which in tandem with a human-in-the-loop system will provide accuracy and reliability.


Why this matters

• Accurate Responses: Rigorous checks prevent the dissemination of incorrect information.  

• Human Oversight: Ensures that complex or sensitive issues are reviewed for accuracy and context.  

• Safeguarded Trust: Customers can rely on responses, enhancing their confidence in AI-powered support.  


1. Rich Analytics and Insights: Data-Driven Decision-Making

Knowing why a customer contacts and what are their major issues are important to improve customer experience. IrisAgent offers advanced analytics and reporting with actionable insights.

• Robust Reporting: Drill down sentiment, CSAT, account-level information, revenue impact, etc. 

• Preemptive Issue Resolution: Identify patterns in problems early on to avoid further escalation.

• Strategic Insights: Use data to make informed decisions that improve both customer satisfaction and operational efficiency.  

Looking Ahead: 2025 and Beyond

We will close out 2024, continuing to push the limits of what AI can achieve in customer support. In 2025, our roadmap holds even more innovative features, deeper integrations, and refinement of our AI models to meet our customers' evolving needs.  We are excited to partner with you on this journey and look forward to new milestones together.

A Heartfelt Thank You To our customers and partners: Your trust inspires us to innovate. To our team: Your dedication drives our success. Together, we are transforming customer support, one breakthrough at a time.  From all of us at IrisAgent, we wish you a joyous Thanksgiving filled with gratitude and celebration. Thank you for being an essential part of our journey.  Happy Thanksgiving!