NetAIChat: Enhancing customer engagement and internal productivity

The demand for efficiency and innovation in customer engagement is growing. NetApp has taken a proactive approach to leveraging artificial intelligence (AI) with a tool designed to enhance customer focus and internal productivity: NetAIChat.

This powerful solution taps into the capabilities of generative and conversational AI, enabling NetApp teams to streamline processes, respond more effectively to customer needs, and gain actionable insights from vast data pools—all while safeguarding sensitive information within a secure ecosystem.

NetApp looks at AI across three primary pillars:

• Customer-focused AI: This pillar emphasizes how NetApp’s Intelligent Data Infrastructure enables customers on their use of AI. A company’s success with AI is predicated on efficient management and delivery of its data.
• Product Focused: NetApp continually explores ways to integrate AI within its products, enhancing user experience and operational efficiency through intelligent features and functionalities. 
• Internal Productivity: NetAIChat’s primary purpose is to improve operational efficiency across internal functions, empowering NetApp’s IT teams with an AI-powered assistant that enhances their workflows, reduces repetitive tasks, and accelerates time-to-value.   

NetAIChat uses OpenAI LLMs running in a secure tenant on Microsoft Azure. This approach ensures that sensitive company information remains secure, providing an environment where employees can confidently input confidential data without the risk of exposure to the public Internet. The NetApp IT team continually reviews the new models and features available from Microsoft Azure and OpenAI. New features are tested and rolled out based on the business's requirements. 

NetAIChat provides users various customization tools to improve responses and reduce common AI challenges, such as hallucinations and inconsistencies. These tools include: 

• System Prompts: Users can achieve more consistent results by pre-setting prompts that guide AI responses. For example, a sales assistant might use a system prompt that defines the AI’s role, ensuring it consistently provides relevant insights during interactions.
• Temperature Control: This setting adjusts the level of creativity in responses. Lower temperatures yield more predictable, fact-based answers, while higher temperatures allow for more imaginative and flexible replies, which are ideal for brainstorming or exploring diverse viewpoints.
• Document Uploads: Users can upload relevant documents for NetAIChat to reference. This feature is handy in sales and compliance settings, where accurate and context-driven responses are critical.
• Prompt Engineering: This method allows users to structure prompts with specific instructions, content focus, and desired outcomes, improving response accuracy and relevance.   

NetApp has developed various use cases and applications around NetAIChat to maximize its impact. For instance, one of the most impactful applications is the RFP Responder. This tool allows sales teams to upload Request for Proposal (RFP) documents and receive automated responses by pulling relevant information from NetApp’s sales and product documentation. This feature saves time and ensures that responses are aligned with the latest product updates and specifications.

In addition, NetAIChat’s language capabilities support responses in multiple languages, catering to diverse customer bases and enabling NetApp teams to interact more effectively with international clients.

While NetAIChat is a powerful assistant, it’s essential to approach it as a co-pilot rather than an autopilot. Teams are encouraged to thoroughly review AI-generated content, ensuring it aligns with company standards and accuracy requirements. Best practices include:

• Creating Prescriptive Prompts: Structured prompts that define the AI’s role, action, and outcome can lead to more tailored responses that meet specific needs.
• Leveraging the Prompt Library: Teams can store frequently used prompts to streamline future interactions, creating a consistent foundation for efficient workflows.
• Using Model Selection: NetAIChat allows users to choose from various models (e.g., GPT-3.5, GPT-4) depending on the desired level of response sophistication.   

As AI technology advances, NetApp remains dedicated to expanding NetAIChat’s capabilities by incorporating new models and advanced reasoning features to enhance response quality. This empowers NetApp teams to stay agile, efficient, and responsive in an increasingly AI-driven market. 

NetAIChat embodies a forward-looking approach to enterprise AI, balancing innovation with robust security and aligning customer-centricity with operational efficiency. NetApp aims to optimize its operations and set a benchmark for responsible and impactful AI practices in the tech industry through these efforts.