ChatGPT, Claude, Gemini... Do these names ring a bell? They are all LLMs. But what lies behind this acronym that is revolutionizing artificial intelligence?
In this guide, discover what an LLM is, how it works, and, above all, how these models are transforming customer service.
An LLM (Large Language Model) is a type of artificial intelligence trained on vast amounts of text to understand and generate natural language.
The term "Large" refers to two aspects:
The result: AI capable of understanding complex questions, writing coherent texts, and adapting to a multitude of contexts.
An LLM is a probabilistic model: it predicts the most probable next word in a sequence. By repeating this operation word after word, it generates complete and coherent sentences.
It's like a highly sophisticated auto-complete feature that has read almost the entire Internet.
The training of an LLM is carried out in several phases:
Modern LLMs are based on the Transformer architecture, introduced by Google in 2017. This architecture makes it possible to efficiently process long text sequences by identifying relationships between words, even those that are far apart.
LLMs are radically transforming customer service. Here are the main applications:
Unlike traditional keyword-based chatbots, LLMs truly understand questions, even when phrased in unusual ways.
The customer can express themselves naturally, and the chatbot responds in a relevant and personalized manner.
LLM suggests responses in real time, summarizes long exchanges, and helps draft high-quality responses more quickly.
The LLM analyzes ticket content and automatically classifies it by topic, priority, or sentiment, without manual rules.
Extracting key insights, identifying trends, detecting weak signals... LLM leverages conversational data on a large scale.
An agent can respond to a foreign customer in their language, with LLM translating in real time in both directions.
Klark uses the most advanced LLMs to bring these capabilities to your customer service: accurate automated responses, agent assistance, and intelligent conversation analysis.
The customer does not need to phrase their question in a specific way. The LLM understands the intent, even with mistakes or unusual phrasing.
Unlike template responses, the LLM generates responses tailored to the specific context of each request.
An LLM never sleeps. It can process requests at 3 a.m. just as well as at 2 p.m.
Whether there are 10 or 10,000 simultaneous requests, the LLM can handle the load (provided the infrastructure is in place).
Models can be fine-tuned on your data to become increasingly relevant to your context.
LLMs can sometimes invent information with great confidence. That is the main risk: a false but convincing answer.
Solution: anchor the LLM to your verified data (knowledge base, FAQ) rather than letting it improvise.
Without an external system, an LLM does not "remember" a customer's past conversations. Integration with CRM is essential.
LLMs require computing power. At scale, the costs can be significant.
Data sent to the LLM must be handled with care. Check your provider's privacy policies.
Natural Language Processing (NLP) has been around for decades. What's new about LLMs?
LLMs do not replace NLP; they complement it and surpass it in many tasks.
What types of requests can the LLM handle? When should it hand over to a human?
Connect the LLM to your knowledge base, FAQs, and product data for accurate and consistent answers.
Detection of hallucinations, automatic escalation on sensitive topics, human validation on complex cases.
Automatic resolution rate, customer satisfaction, accuracy of responses... Track KPIs to make adjustments.
LLMs improve with feedback. Analyze errors and continuously refine the system.
No. It can handle simple requests and assist agents, but human judgment remains essential for complex, sensitive, or emotional cases.
It depends on the provider and the architecture. Choose solutions that do not reuse your data for training purposes.
A generalist LLM fine-tuned to your data is often the best compromise: versatile but tailored to your context.
Varies depending on the provider and volume. From a few cents per request to monthly subscriptions.
LLMs (Large Language Models) represent a major advance for customer service. They enable us to truly understand customers, respond in a natural and personalized way, and handle large volumes.
The keys to success with LLMs:
Ready to harness the power of LLMs? Discover how Klark uses AI to transform your customer service.
