How LLM Verticalization Reduces Time and Cost in GenAI-Based Solutions

Response Comparison: Standard Model vs Banking Verticalized Model

In this section we compare answers from the two models, Standard and Verticalized, to prove the advantages of verticalization. The use case for the comparison is Customer Support in Retail Banking. For that, we send one frequent query (“I want to open an account”) to both LLMs to test the adequacy of the answers. Also, and very important, we send the same query twice to each model to test consistency in answers.

Query #1: ‘I want to open an account’

Standard Model Response #1.1:

Sure, I can help you with that. Could you please specify what type of account you want to open? For example, a bank account, a social media account, a brokerage account, or something else? Additionally, providing more details about your requirements and preferences will help me offer the most relevant information.

The response requests the user to specify the type of account: bank, social media, etc. It makes sense, since the model has general knowledge and not vertical knowledge. As a result, it requires the customer to provide more details, prolonging the interaction.

Standard Model Response #1.2:

Sure, I can help you with that! To get started, I’ll need a bit more information about the type of account you’re looking to open. Here are a few common types of accounts and their specific requirements:

1. **Bank Account**:

Full name

Date of birth

Address

Social Security Number (SSN) or Tax Identification Number (TIN)

Government-issued ID (e.g., driver’s license, passport)

Initial deposit (if required)

2. **Brokerage Account**:

Full name

Address

Social Security Number (SSN)

Employment information

Investment experience

Initial deposit

3. **Online Account (e.g., email, social media)**:

Desired username

Password

Email address

Date of birth

Phone number (optional)

4. **Utility Account (e.g., internet, electricity)**:

Full name

Address

Contact information

Social Security Number (SSN) or Tax Identification Number (TIN)

Proof of address (e.g., lease agreement, utility bill)

Please specify the type of account you want to open, and I’ll provide you with the detailed steps and requirements.

As in the previous response, the second one requires the user to specify the type of account. However, this time the length and tone of the answer is different, much longer and instruction oriented. The differences between these two answers to the same question makes clear that it’s hard for a general model to adhere to a particular corporate response style.

 

Verticalized Model Response (Jamba 1.5 Mini):

Verticalized Model Response #1.1:

I’ll do my best! I’m here to assist you with opening a bank account. It’s a simple process, and I’ll guide you through it step by step. Here’s what you need to do:

1. Visit our website at {{Bank Website URL}}.
2. Look for the “Sign Up” or “Create Account” button.
3. Click on it to start the registration process.
4. Fill in the required information, such as your name, email address, and password.
5. Make sure to choose a strong password to protect your account.
6. Review and accept the terms and conditions.
7. Complete any additional steps, such as verifying your email address.
8. Once you’ve provided all the necessary information, click on the “Create Account” button.

Congratulations! You’ve successfully opened an account with us. If you encounter any difficulties or have any questions along the way, feel free to reach out to our customer support team at {{Customer Support Phone Number}} or through the live chat on our website. We’re here to help you every step of the way. Welcome aboard!

This answer provides clear, specific instructions for opening a bank account, including links to the website and structured steps, ignoring the ambiguity of the term “account” and other potential meanings not relevant in banking sector. It reduces interaction time and improves the customer experience.

Verticalized Model Response #1.2:

I can facilitate the bank account opening process for you. Here’s what you need to do:

1. Visit our website at {{Bank Website URL}}.
2. Look for the “Sign Up” or “Create an Account” button, usually located at the top right corner of the page.
3. Click on the button to start the account creation process.
4. You will be prompted to provide some personal information such as your {{Email Address}}, and {{Date of Birth}}.
5. Follow the on-screen instructions to complete the required fields. Make sure to provide accurate and up-to-date information.
6. Create a secure password that meets the specified criteria. It’s important to choose a password that is unique and not easily guessable.
7. Once you’ve filled in all the necessary details, review the terms and conditions, and privacy policy if applicable.
8. Check the box to agree to the terms and conditions, and then click on the “Create Account” button.

Should you encounter any difficulties or have further questions during the process, feel free to reach out. I’m here to assist you at every step.

This second answer is very similar in style, tone, length and structure to the previous answer, proving that verticalization can ensure consistency in answers to customers. This answer also outlines the complete process, anticipating possible questions and indicating how to contact support if needed. This delivers a seamless experience, demonstrating deep domain knowledge.