🚀 Overview

Maxxton Intelligence is designed to refine and enhance customer communication by utilizing Large Language Models (LLM). By intelligently rephrasing messages for clarity, tone, and effectiveness, we aim to refine and standardise customer interaction to improve client and customer satisfaction.

Maxxton Intelligence is currently available in the Unified Inbox, with the goal of introducing it to more modules within Maxxton Software.

Table of contents

🪄 How it Works

Maxxton Intelligence is our personalised LLM, designed to assist customer care agents by providing refined responses to customer questions. Our model allows users to refine their replies in four different ways:

Improve writing

This is the most generic type of refinement. Maxxton Intelligence will enhance the clarity, grammar and overall readability of the reply. It can format the reply as an email and add the signature of the employee and company.

Expand content

Maxxton Intelligence will try to add more detail and context to your reply. This is ideal for complex situations that require a more thorough explanation.

Shorten content

Maxxton Intelligence will summarize responses without losing essential information. This option is great for lengthy replies that can be reduced to a handful of key points.

Change tone to ‘professional’

Maxxton Intelligence can adjust the tone of your message to ensure it is business-appropriate. This option refines the language to a formal, respectful and neutral tone.

Model context

Maxxton Intelligence uses a “context” to define its task and situation. This context is already optimised by our team, but can be further refined if necessary. For additional information, please reach out to your Customer Success agent.

🕹 Enabling Maxxton Intelligence

Maxxton Intelligence requires an opt-in. Please contact your Customer Success agent to explore the possibilities.

🧐 This answer is unexpected. What can I do?

Good question! We have added a feedback widget to Maxxton Intelligence to measure and improve performance:

Open

What does Maxxton Intelligence do with our data?

Maxxton Intelligence is built on Google’s Gemini model. Customer questions are completely unknown to our model; We only use the employee’s reply and predefined context. The replies are processed within our private environment and cannot be viewed by Maxxton employees. We don’t save any actions, prompts, or employee and model responses. We don’t train our model on any prompts or responses.

Google (Gemini) doesn’t use prompts or its responses as data to train its models. Google is committed to providing privacy and transparency in regards to Generative AI. Additionally, our model runs inside a private Cloud environment. This allows us to have a closed-off environment from Google and its partners, maintaining strict control over access and model training. More can be read here:

• Generative AI, Privacy, and Google Cloud

• https://cloud.google.com/gemini/docs/discover/data-governance#submit-receive-data

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