NLX Adds GPT-3 Model to Customer Service AI Platform

Customer service AI developer NLX has begun incorporating OpenAI’s GPT-3 large language model into its multimodal virtual assistant platform. NLX clients can now use the generative AI to upgrade the conversational capabilities of their voice and text-based agents the same way in a version of how the LLM works to make OpenAI’s massively popular ChatGPT perform.


NLX is known for its Voice Compass service, which vocally takes customers through online information searches and transactions. The company has hotels, airlines, banks, and insurance agencies all use NLX for answering questions and making purchases by phone or online. GPT-3 is joining Dialogflow and Amazon Lex as a natural language processing option for the Conversations by NLX platform. Interested brands can choose to include GPT-3 in their version of the software. Once embedded, the LLM can aid in understanding what a customer wants thanks to the relatively enormous size of its training dataset, but with little or no need for additional training. Even if it can’t answer a question, it can respond to a customer in a more human-like way than traditional chatbots. The GPT-3 package provided by NLX also includes extra restriction options to prevent any problematic or embarrassing responses that might be generated during a customer interaction.

“Businesses use NLX’s no-code conversational AI platform today to easily and efficiently build, manage, and analyze all their multimodal, voice, and chat conversations in one place,” NLX CEO Andrei Papancea explained in a blog post. “The addition of Generative AI capabilities such as those provided by OpenAI means brands can augment and expand NLX-powered self-service conversations to include ChatGPT’s human-like conversational abilities. The outcome is more contextual stakeholder conversations that increase user engagement.”

Generative Customer Service

NLX is one of a growing number of enterprise and customer service providers rushing to augment their platforms with large language models. For instance, business conversational AI provider LivePerson recently added generative AI to its Conversational Cloud platform, while Gupshup used GPT-3 to create a new chatbot maker called Auto Bot Builder and  upgraded its platform to incorporate generative AI as a way of streamlining the creation of branded assistants. NLX already claims a 70% rate of automation of inquiries with its service. Employing OpenAI may bring that number up, however. NLX also plans to use GPT-3 for other generative AI projects, like creating training data for various conversational AI needs.

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