Year-End Article: A Grateful Look-Back & A Bold Step Forward

As 2024 winds down, we at IrisAgent reflect on a year of transformation, innovation, and growth. It has been an extraordinary year in every way, thanks to the unrelenting support of our customers, the trust of our partners, and our team's relentless dedication. Together, we have pushed the boundaries of what is possible in customer support through the power of Generative AI (Gen AI).

We’re proud to share our key milestones, highlight the innovations we’ve delivered, and express our gratitude to everyone who has been part of this journey.

Innovations that Shaped 2024

At IrisAgent, innovation isn’t just about adding features—it’s about solving real-world problems with elegance, efficiency, and precision. This year, we’ve introduced transformative advancements designed to empower customer support teams like never before.

1. Multi-LLM Engine: Leveraging the Strength of Multiple LLMs No one AI model is right for all; that's why our Multi-LLM Engine is so different and dynamically selects the best model for every query. We combine closed LLMs such as OpenAI and Anthropic with fine-tuned models like LLama by Meta and Mistral.

2. Consistency & Reliability: We thus assure the client of consistent and accurate results no matter which model underperforms as computations are distributed across different models.  

   1. Scalability & Flexibility: In easy-to-handle large volumes, such a system allows offering high scalability to clients by flexing without overhauling infrastructures.  

   2. Continuous Improvement: Through introducing new models, the entire system evolves with novel trends in AI.

3. 100% Auto-Triaging: A Benchmark in Automation  We completed this year with 100% auto-triaging, which is a complete paradigm shift in the way support tickets are handled. IrisAgent's auto-triaging system automatically prioritizes, categorizes, and routes tickets without any human intervention.  

   1. Reduced workload: This way, we have enabled the support teams to focus on high-value interactions, and thus reduced the ticket volume significantly by automating the repetitive tasks.

   2. Accuracy & Speed: Our proprietary intent recognition helps ensure tickets are handled with greater precision, improving response time and customer satisfaction. 

4. Proprietary Intent Recognition & Vector DB-Powered Retrieval  Our proprietary intent recognition model combined with a Vector Database-powered RAG (Retrieval-Augmented Generation) delivers fast and accurate retrieval of relevant information.

   1. Fast Similarity Searches: Whether it’s recommending solutions or detecting anomalies, our system ensures accurate retrieval in milliseconds.  

   2. Real-Time Adaptability: Integrated with ML pipelines, our system updates in real-time, ensuring relevance and precision even as data evolves.  

5. Hallucination Removal Engine (HRE): Safeguarding Accuracy   Accuracy is non-negotiable, which is why we’ve deployed our Hallucination Removal Engine (HRE) coupled with a human-in-the-loop approach.

   1. Reliable Outputs: HRE filters out inaccuracies, ensuring the information provided is both accurate and trustworthy.  

   2. Human Oversight: Critical responses are reviewed by human experts, safeguarding against potential AI errors and ensuring quality.  

6. Dynamic Knowledge Base Automation IrisAgent automatically converts past support resolutions into a comprehensive, continuously updated knowledge base.

   1. Empowered Self-Service: Customers can access solutions independently, reducing incoming support requests and enhancing satisfaction.  

   2. Continuous Updates: Our system ensures the knowledge base remains current, providing support teams with the most relevant information.  

7. Advanced Analytics & Reporting   We’ve introduced rich analytics capabilities that provide deep insights into support operations.  

   1. Top Problem Areas: Identify recurring issues and root causes.

   2. Sentiment & CSAT Analysis: Track customer sentiment, CSAT scores, and revenue impact with drill-down reports across multiple dimensions.

Our Story: International Expansion and Influence

We expanded internationally in 2024, working with nimble startups and industry-leading Fortune 500 companies worldwide.

• Global Presence: IrisAgent’s solutions are now deployed worldwide, helping companies easily scale their support operations.  

• Diverse Client Base: Our platform supports businesses across industries, demonstrating versatility and adaptability. 

Looking Ahead: 2025 and Beyond

As we enter 2025, our commitment to innovation is stronger than ever. We are excited to push the frontiers of AI, enhance the capabilities of our platform, and continue delivering exceptional value to our customers. Key areas of focus include:  

1. Enhanced Multi-LLM Capabilities We will keep fine-tuning our multi-LLM engine, improve model selection, and enhance overall performance to bring ever-faster and more accurate responses. 

2. Voice AI for Customer Support 2025 We will unveil Voice AI Agents, answering customer queries directly through natural, conversational voice interactions. 

   1. Seamless Integration: Voice AI will complement the existing support systems, enriching the customer experience.

   2. Real-Time Resolution: Customers will receive immediate, accurate responses through voice, reducing wait times and improving satisfaction.  

3. Deeper Customization & Personalization  We’ll offer more tailored AI solutions, ensuring that businesses can customize workflows, intent recognition, and analytics to meet their unique needs.

A Heartfelt Thank you!

To our customers, partners, and the entire IrisAgent team—thank you for your trust, collaboration, and dedication. Your support inspires us to push the boundaries of what's possible and continue our mission of transforming customer support with the power of Generative AI. 

If you are someone who has yet to see how much IrisAgent can revolutionize your customer support. Feel free to book a personalized demo here.