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How Yelp reviewed competing LLMs for correctness, relevance and tone to develop its user-friendly AI assistant
Yelp found that when it first launched a GPT-4o-powered AI chatbot, usage rates dropped. But training it to sound like a human changed that.
During the recent explosion in AI technology, it was still encountering stumbling blocks as it worked to employ modern large language models to power some features. It turned out that Yelp’s more casual users, those who occasionally visited the site or app to find a new tailor or plumber, did not expect to be be immediately talking with an AI representative. Saldanha said Pros are encouraged to respond to users themselves, though he acknowledges that larger brands often have call centers that handle messages generated by Yelp’s AI Assistant.
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