Article Summary
Avaya is accelerating its adoption and integration of Model Context Protocol (MCP) to enhance customer experience (CX) solutions.
- The MCP, developed by the Llama Index community, is designed to provide Large Language Models (LLMs) with richer, real-time contextual information from enterprise data sources.
- Avaya's CX business applications, particularly for its Experience Platform, will leverage MCP to deliver more accurate and personalized AI-driven interactions.
- This initiative aims to overcome the limitations of LLMs regarding real-time, accurate context, improving customer service efficiency and effectiveness.
- The enhanced context capabilities will allow Avaya's AI solutions to better understand customer histories, preferences, and real-time situations, reducing agent workload and improving self-service options.