Claude Sonnet (LLM) and VCSA — ‘a Match Made in Heaven’
When it comes to marrying an LLM (Large Language Model) and a VCSA (Virtual Customer Service Assistant) we believe that Claude 3.5 Sonnet and AI-Companion for hospitality industry, especially for luxury hotels, which thrive on providing an array of services, is a match made in heaven.
Why so?
At present there are around 30 LLMs (large Language Models) created and developed by various tech companies from OpenAI to Technology Innovation Institute. Among those LLMs there are a handful of ones that are leading at the moment. They are GPT4, Claude 3.5 Sonnet, Gemini, Llama 3.1, Falcon LLM, and Cohere. Each of the leading models has its key features, strengths, and unique sides. These key features and strengths determine their use and application.
Claude 3.5 Sonnet strengths and features are perfect for professional applications. This particular LLM is great at analysing documents, providing fast responses in a clear coherent writing, it also possess advanced reasoning capabilities and is engaging and conversational.
Now, when it comes to Virtual Customer Service Assistants — especially, VCSA for luxury hospitality sector — capabilities of Claude 3.5 Sonnet are in perfect synch with the tasks at hand.
The purpose of the VCSA, also called AI Assistants, AI Concierges or AI Companions, is to assist hotel’s customers with their inquiries. Customer inquiries in luxury hotels that offer an array of services are mostly to do with obtaining information about services, amenities, reservations, and bookings.
In order to assist a customer with their inquiry the VCSA needs to access, process, and analyse large amount of information that is contained in different documents, brochures, leaflets, descriptions, lists, menus etc. It also needs to communicate this information in a friendly, pleasant, coherent, and clear way. What is more, when dealing with customers and their inquiries reasoning capabilities are essential as they help to weight all possibilities and choose the right response, solution, recommendation or a suggestion that can be most beneficial for the customer.
When it comes to the purpose of the VCSA, the above described tasks are performed the best by
Let’s match the Claude 3.5 Sonnet strengths and capabilities with the tasks of the VCSA:
- Document analysis goes well with the task of processing large amount of information that luxury hotels have about the offered services and amenities.
- Clear coherent writing matches the task of providing clear and coherent answers to both simple and complex customers’ inquiries.
- Fast response times satisfies the customers’ needs of instant gratification and being served immediately, especially in luxury establishments.
- Advanced reasoning capabilities are essential for choosing the most beneficial solutions and recommendations for the hotel’s customers.
- Multilingual processing allows to communicate with hotel’s customers around the globe in a language and manner most for them.
- Vision analysis, if programmed into the VCSA, can aid business clients of a hotel to assess meeting and events facilities as well as help choose the most appealing from the design point of view room.
In summary, to our mind, at the moment Claude 3.5 Sonnet is the LLM that is suited the best for customer service oriented AI Assistants, Concierges, and Companions. That is why we have based our VCSA Testers on Claude 3.5 Sonnet.
Check them out:
SOKOS Hotels Tester (Helsinki)
Written by Seraphima Bogomolova for Be Customer Smart
