Generative AI

Generative AI is a form of artificial intelligence that creates new content, text, images, code, or audio, instead of just sorting existing data. In customer service, generative AI writes its own answers to customer questions rather than just picking from fixed text snippets.

What is generative AI?

Generative AI is artificial intelligence that creates new content itself: it writes text, answers questions in its own words, summarises, or produces images. The difference from older AI lies in the word “generative”, it doesn't just pick from predefined building blocks, it phrases a fitting answer anew.

Behind the familiar tools like ChatGPT or Claude sits a Large Language Model built on machine learning and trained on enormous amounts of text.

How does generative AI work?

During training, the model learned which words and sentences typically follow one another. From an input (the prompt) it produces the likely fitting continuation. How reliable and on brand the result turns out depends heavily on prompt engineering, that is, on how precisely you set out the AI's task and its boundaries.

Opportunities and risks for SMBs

Generative AI answers standard questions around the clock, takes load off the team, and writes drafts in seconds. The risk: without a connection to your real data, the model can produce an AI hallucination, that is, a plausible-sounding but wrong answer. The common way out is RAG: the AI answers based on your own knowledge sources rather than pure model knowledge.

Generative AI with SendSeven

SendSeven is a unified messaging platform for WhatsApp, Telegram, SMS, Instagram, Messenger, email, live chat, and browser push. The built-in AI assistant uses generative AI but stays tied to your knowledge base through the RAG principle. A confidence score checks every answer and hands off to a team member when in doubt instead of guessing. That way you get the speed of generative AI without risking wrong answers. The AI support bot guide shows how to set up the AI assistant. In line with GDPR, Made in Germany. Try it free for 14 days.