DEV Community

Cover image for 🔀 Semantic Router w. ollama/gemma2 : real life 10ms hotline challenge 🤯
adriens
adriens

Posted on

🔀 Semantic Router w. ollama/gemma2 : real life 10ms hotline challenge 🤯

❔ About CCaaS (aka. Contact Center as a Service)

Cf Gartner :

"Gartner defines contact center as a service (CCaaS) as solutions offering SaaS-based applications that enable customer service departments to manage multichannel customer interactions holistically from both a customer-experience and employee-experience perspective. CCaaS solutions offer an adaptive, flexible delivery model with native capabilities across the four functional components of the technology reference model for customer service and support. CCaaS providers also offer productized integrations with partner solutions through application marketplaces."

👉 Today, we'll cover some of these aspects by focusing on how to efficiently route a huge number and variety of questions into a ridiculuous little amount of topics so they can be efficiently managed by the proper adequate services.

To achieve that, we'll use 100% Open Source software, on locally running LLMs, thanks to the following stack :

💰 Expected benefits

  • Save a lot of human time
  • Save a lot of money (less LLM/GPU calls)
  • Dispatch tasks according to their kind or complexity on different channels
  • Keep (Kanban-like) swimlanes clean to get an optimal throughput

🍿 Demo for impatients

📚 Data sources

  • Public Facebook human moderations
  • Corporate websites

Below some real life datasources I used:

🗣️ Real life Q&A interactions examples

Below some real life customer Q&As:

"Je déménage et je souhaite que mon fixe et mon Internet me suivent"

💡 Answer : Go to https://www.opt.nc/particuliers/telephonie-fixe/je-demenage-et-je-souhaite-que-mon-fixe-et-mon-internet-me-suivent

"Je déménage et je suis client CCP"

💡 Answer : Go to https://www.opt.nc/particuliers/services-financiers/je-demenage-et-je-suis-client-ccp

🔖 Resources

Source code is available below :

Image description

Top comments (11)

Collapse
 
adriens profile image
adriens • Edited
Collapse
 
morriz profile image
Maurice Faber

sad to see you mix French with English ;(

Collapse
 
adriens profile image
adriens

Yup, t enjoy the english in video, you have to activate YT subtitles. Hopefuly the code and project will be useful to you.

Collapse
 
adriens profile image
adriens

Collapse
 
adriens profile image
adriens

Collapse
 
adriens profile image
adriens

🎁 🔀 Semantic Router: ollama/gemma2 hotline #346

❔ About

A long time ago I asked about ollama code samples :

This PR shows-up what could be achieved thanks to semantic-router in a real life case. Therefore, here are some gifts for you :

Thank you for very cool feedback and content you provide on your YT channel @jamescalam 🙏

Collapse
 
adriens profile image
adriens

Collapse
 
adriens profile image
adriens

Collapse
 
adriens profile image
adriens

Collapse
 
adriens profile image
adriens

Collapse
 
neurabot profile image
Neurabot • Edited

Congratulations.