AI FAQ's

Published Date: 6/4/2024

What type of Artificial Intelligence is being used?

Qualified is currently leveraging generative AI (GPT 4o) via a Large Language Model (LLM) provided by our subprocessor, OpenAI.

Does Qualified have a partnership with a particular AI  provider?

At present, Qualified leverages GPT 4o by Open AI, a Qualified sub-processor. Your data is NOT used to train OpenAI models. Messages between your website visitors and your employees are encrypted in transit and at rest.

What does the AI do?

We are incorporating OpenAI into our product offering to facilitate meaningful messaging that our customers can use when corresponding with their potential customers.

Will my data be used to train third-party models?

No, your data will not be used to train third party large language models. Your company's data is not being used to facilitate or inform other customer’s conversations.

Where does Qualified’s AI get content to provide its responses?

All the sources used to answer questions are provided by you. We can use your current publicly available sources like corporate web sites, and you can add any other supplemental information into the Qualified application to be used by the AI.

How is a customer’s input, output and correlations data stored? Where will this instance be kept? And what is the retention period?

Information for each customer org is kept separate. When we make a call to OpenAI and its completions API, we are sending the embeddings, question, and prompt; we receive an output. The data for a specific customer’s org doesn’t mix with data for other orgs to make output better. The data is stored in Qualified databases and the retention period is going to tie into our existing data deletion and retention policies.

If the AI can’t answer a question, what is the experience?

The AI can only answer questions with knowledge that has been provided by you. In the event that the AI cannot answer a question, it will politely inform the site visitor that it cannot provide a response. The AI can also be configured for live rep handoff to handle such scenarios.

How is handoff achieved between the AI and human reps?

Conversations can be handed off to a human rep as appropriate. The AI can be configured by you to suggest handoff based upon the content of the conversation, or a site visitor can request to chat with a human rep. Handoff can be configured to offer live chat with a human rep, meeting booking or both.

Can the AI triage inquiries and route them to appropriate resources?

Based upon the context of the conversation and attributes of the site visitor, the AI can be configured to route to different resources. Additionally, the AI can identify support versus sales related inquiries and can deflect support requests if configured by you to do so.