DRY in Github Actions with Reusable Workflows
Jan 2024
GitHub Actions are central to our CI/CD system since we adopted them less than two years ago. We prioritized scalability and usability from day one. Before jumping into features and complex scripting, we planned the architecture with a focus on the developer experience when starting a new repository or integrating new features or fixes into existing workflows. We considered composite actions and reusable workflows - but only intra-repo (using the same workflow to deploy to dev, stage and prod on different scenarios). This post outlines our journey, the challenges we overcame, and our future outlook.
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Demystifying LLMs: Ultimate’s take on Next-Gen Conversational AI
Dec 2023
The rapidly evolving landscape of AI has witnessed an influx of new terminology, acronyms and buzzwords, such as GenAI, LLM, Prompt Engineering, and others. This article aims to demystify these terms, focussing on Large Language Models (LLMs), which have emerged as game-changers, blending technological prowess with vast capabilities. We will discuss their capabilities, how they are trained and look at both their risks and their potential as well as briefly touch on how Ultimate embraced these models to revolutionize customer Interactions.
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Enhancing Bot Deletion through an Event-Driven Setup
Jul 2023
Bot deletion is essential in our workflow, but as almost all of our data is related to bots, the deletion process can run for quite some time. Our distributed system has multiple compute blocks running in the cloud, making it prone to issues like losing nodes for network partitions etc. As the deletion is initiated from our frontend client, keeping the request alive until the entire deletion process is done might result in time outs. We needed a solution that does not keep the client waiting for a response, and can recover from failures.
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The Future of Customer Support is Automated
Mar 2023
In his recent chat with itLabs as part of their CTO Confessions series our CTO Simon Munch-Andersen spoke about the future of Customer Support. He discussed the important role that teamwork plays in achieving organizational success and how the true value of leadership is in creating teams, that have the autonomy and capability to make informed decisions on their own.
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Language Detection - Tips and Tricks
Jan 2023
In the past 5 years, Ultimate has evolved from a monolingual Finnish solution to a multilingual AI provider for customer support. We introduced a language-agnostic model, enabling intent prediction in over 100 languages regardless of language of the training data. However, while our bots understand various languages, they needed to respond in the visitor's chosen language. This challenge led us to develop our own Language Detection Model, as existing market solutions didn't fit our chat domain. In this blog, I'll discuss our journey to creating the most accurate model in the field.
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