This paper describes Brillio’s GenAI-powered approach to customer experience, focused on overcoming the complexity of conversational AI and building a modern, proactive contact center. It combines intent-mining accelerators, structured conversation design, and experimentation to deliver contextual, human-like dialogue that boosts CSAT, first-contact resolution, and operational efficiency. Brillio’s methodology emphasizes engagement, anticipation, and adaptation, supported by BrillioOne.ai accelerators for RAG, fine-tuning, prompt engineering, model monitoring, validation, and hallucination control, all governed by strong Responsible AI practices.

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