Integrations
OpenAI
How OpenAI's language models can be used in your deployment, where they run and what they are allowed to see.
On this page
OpenAI's models are among the language models Telonic can use in your deployment. The language model (the AI component that interprets the conversation and composes the reply) understands what the customer is asking and decides the reply, within the agent's limits. The model is chosen per deployment, with you, and can be changed later. Which providers and models are available in your region is confirmed during implementation, and named in your agreement.
What the model does in your deployment
| Task | What it means for you | Example |
|---|---|---|
| Understand the request | Works out what the customer wants and picks out the details that matter | A caller mixing Arabic and English is understood to be asking to change a flight |
| Decide the reply, within limits | Chooses what to say and do from the actions your team permits | Offers only the rebooking options the passenger's fare allows |
| Express facts from your systems | Decides the wording and order. Figures such as amounts and dates are inserted directly from the system record | A fare difference read exactly as your reservation system states it |
| Ask when something is unclear | Asks a question back rather than guessing | "Is that the booking for Friday, or the one next month?" |
How it connects
All processing for your deployment runs in the region you choose, unless you explicitly choose a language model provider outside it. If you do, personal information is replaced with placeholders before any text leaves your deployment, and the real values are restored in the reply inside your deployment.
Telonic's contract with every provider prohibits using your data to train or improve their models, and zero data retention arrangements (the provider keeps no copy of what it processes) are used wherever the provider offers them. A new model is adopted only when it performs at least as well on the test set for your industry, and any change of model or provider needs your organisation's approval before release. If a provider has an outage, failover switches only to another approved provider in your chosen region, tested in advance and configured during implementation.
What the model can see
| Access | Needed for | Default |
|---|---|---|
| The conversation, the facts retrieved for the reply and the agent's instructions | Composing each reply | Given for each reply |
| Personal information, when the model runs outside your region | Not needed | Replaced with placeholders before the text leaves your deployment |
| Direct access to your systems | Not needed | Not given. Lookups and actions run through Telonic's software, within the permissions your team has granted |
| Your data, for training the provider's models | Not permitted | Prohibited by contract |
Whichever model you choose, the agent can only take actions your team has granted. See Policies as limits.
In practice
Rimal Air, an airline, uses an agent for rebooking calls during delays and cancellations.
- During implementation, Telonic confirms which OpenAI models are available in the airline's chosen region and names the chosen model in the agreement.
- The model is tested on the airline's rebooking conversations before the agent starts handling real customers.
- When a passenger asks to move to a later flight, the model understands the request and chooses a reply from the options the fare rules allow.
- Months later, a newer model is tested on the same conversations, performs at least as well, and goes live after the airline approves the change.
Related
- Language modelsIntegrations
- Models and providersAgents
- Hosting and data residencySecurity and data protection
- Personal information redactionSecurity and data protection
- Testing before every releaseGovernance and control
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