Yext Debuts Generative AI Chatbot Platform Combining ChatGPT and Knowledge Graph
Business information tech firm Yext has introduced an upcoming new generative AI chatbot building platform combining large language models from OpenAI and other developers. The Yext Chat system will enable businesses to offer AI customer service that has the conversational ability of ChatGPT or other generative AI chatbots with the Yext Knowledge Graph database of information specific to the enterprise, eliminating the ‘hallucinations’ of inaccurate responses that generative AI chatbots can be prone to sharing with users.
Yext Chat interacts with customers like other conversational voice AI and chatbots but employs GPT-3 and other generative AI models to better understand and respond to users. Unlike the public databases used for training ChatGPT, a business using Yext Chat can link it to its Knowledge Graph to assure accuracy. They can also keep it up-to-date and improve the answers to reflect how people are interacting with their Yext Chat AI.
“We believe it’s critical that every organization start to understand what AI can do for them. Yext is here to help,” Yext president and COO Marc Ferrentino said. “Yext Chat is a transformative product that will provide every business with world-class conversational experiences that are safe, reliable, and easy to manage. Combining large language models with our Knowledge Graph unlocks a tremendous amount of potential and opportunity for our customers. Recent innovations brought conversational AI to consumers. Yext is bringing conversational AI to the enterprise.”
Yext Chat acts as an extension to the Yext Search search engine the company debuted in 2019. Yext Search used large language models already, but Yext Chat’s conversational component will come from a mix of generative AI models. Generative AI for customer service is quickly becoming a popular development area for this facet of conversational AI technology. Enterprise platforms like Gupshup, LivePerson, and Codebaby are already experimenting with similar ideas, either with GPT-3 or a mix of models.
The company is currently working with GPT-3 and Hugging Face’s BLOOM model, though that could change before the launch. The new service has no concrete launch date yet, but Yext said it would arrive at some point this year.
“We’ve very intentionally built our platform to be model-agnostic. Different models are well-suited to different tasks, and it’s important that organizations maintain the flexibility to leverage the best possible model for their desired use case,” Yext senior vice president of product management Max Shaw said. “With Yext, any business can immediately hit the ground running with out-of-the-box AI in Yext Chat, Yext Search, and various other aspects of our platform. We will continue to innovate on our products as new and better language models emerge, but the Knowledge Graph will always give customers the freedom to use their content with any model they want, in any way they want, regardless of what lies ahead.”
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