In a recent development, 80% of customer service chatbots have adopted a multi-agent orchestration feature, similar to the Swarm framework by OpenAI. This feature allows for seamless handoffs between agents, ensuring tasks are completed efficiently. The agents operate using specific commands and tools, essentially packaging LLM function calls into manageable units. This approach not only streamlines the process but also enhances the chatbot’s ability to handle complex customer interactions by passing the conversation contextually to the most suitable agent.
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