LATAM航空发现他们智能体13%的请求被误判，通过增加人工专家，把误判率降到1%，还提升了6%的回头率。看看他们怎么用生产数据优化智能体的。
LATAM航空的Concierge智能体最初将13%的乘客消息判定为超出范围。团队审查生产数据后发现，其中95%是真实的乘客需求。通过增加一名客户关怀专员，他们将超出范围率降至1%，并将回头率提高了6%。
Production conversations can reveal customer needs the original agent was not designed to handle. @...
Production conversations can reveal customer needs the original agent was not designed to handle. @LATAMAirlines found that 13% of messages to its Concierge agent were being classified as out of scope. After reviewing production traces, the team discovered that 95% were legitimate passenger needs. Adding a customer-care specialist reduced the out-of-scope rate from 13% to 1% and improved the return rate by 6%. Learn how LATAM Airlines and other CX teams are using production feedback to improve agent performance: langchain.com/resources/cust… 💬 3 🔄 0 ❤️ 11 👀 2411 📊 4 ⚡