April 2023 Summaries

As machine learning and artificial intelligence continue to grow in conversation-based applications, a trend is emerging where more business logic or rules are being pushed into the client side for applications, known as Thick Clients. This shift is a departure from older design patterns like Model-View-Controller (MVC) or Microservice architectures, which dominated implementations for decades and led to Thin Clients becoming the standard for applications. Thick clients have several security implications, including improper access control, insecure storage, variable and response manipulation, and reverse engineering. These vulnerabilities can be exploited by hackers to gain unauthorized access to sensitive data or perform unauthorized actions, potentially leading to catastrophic consequences such as lawsuits and financial losses. The author emphasizes the importance of proper threat analysis on projects or applications using Thick Clients and encourages developers to consider pushing security-related logic onto backend servers to limit their security footprint.

The world of sales is evolving rapidly, driven by technology that's impacting how sales people connect with and engage with customers. Generative AI has the potential to revolutionize sales teams by harnessing large language models (LLMs) to generate personalized content, build coaching plans, and create comprehensive onboarding and training programs. This technology can streamline the sales cycle, save time, reduce resource-intensive tasks, and focus on building closer relationships with clients and prospects. Organizations must consider factors such as cost, time to market, customization, control, scalability, integration, support, and maintenance when deciding whether to use an existing LLM or build their own custom model.

This month’s Community Meeting is focused on exploring the capabilities of ChatGPT and its potential integration with the Symbl.ai platform. The meeting will cover high-level basics of ChatGPT, review OpenAI's APIs and SDKs, offer design strategies for combining the two platforms, and explore how they can be used to generate feedback and reinforcement training. A live demo implementing this possible design in code will also be presented. The meeting will take place at different times for various regions, including Americas on April 26th and Asia-Pacific on April 27th. Interested attendees are encouraged to join the Symbl.ai Google Group or add the Community Calendar to their Google Calendar to stay informed about upcoming meetings.

At the Call and Contact Center Expo in Las Vegas, Symbl.ai is showcasing its human intelligence platform that eliminates after call work by generating call summaries automatically, creating action item lists and pre-populated call notes for agents. The platform also improves outbound calling with 98% accuracy for detecting humans or machines using AI-powered call progress analysis and call intelligence. By automating these tasks, Symbl.ai aims to optimize agent efficiency and increase productivity, while also providing better business outcomes through improved customer engagement and increased sales. At the expo, attendees can visit booth 4020 to learn more about Symbl.ai's Human Intelligence Platform and see demos and tips on how it can improve their contact center operations.

The Symbl.ai video training series has added two new training videos covering transcription and redaction features, designed to help users better understand and apply these features in their applications. The first video delves into the Transcription feature, discussing its use cases and API, while the second video explores Redaction, including its use cases and application examples. These videos aim to provide users with knowledge and skills needed to get started with transcription and redaction in various applications.