Setting a New Customer Service Standard with GPT-4

Ada, an AI-based customer service automation platform, is proposing Resolution Rate—a metric indicating how well a customer's problem was actually solved—as the new industry standard, replacing the existing simple Containment Rate.

Ada has built a framework that combines GPT-4 with its own data to automatically evaluate the accuracy, relevance, and safety of conversations. This system shows a high accuracy rate, matching human evaluation 80–90% of the time.

The key reasons Ada chose OpenAI as a partner are as follows:

• Reasoning quality: Testing through hundreds of thousands of simulations showed that OpenAI's models delivered the best performance.
• Low latency: Through GPT-4o, Ada secured the fast response speed needed for real-time voice services.
• Fine-tuning: Used to measure the degree of hallucination in answers and to minimize it.

Currently, Ada's AI Agent doubles the resolution rate through a Multi-agent structure consisting of a central planning agent and multiple sub-agents.