#voice-agents

#voice-agents

You start internally, like on things that have customer benefit but not direct customer impact, then you learn and expand out your reach, said Brian Conneen, chief information officer at Finance of America (FOA). At FOA, employees now use a large language model trained on company policies and procedures to answer questions and link back to source documents. That shift has brought a huge efficiency gain while reducing escalations to managers, Conneen said.