ChatGPT is a chatbot sensation that virtually every enterprise — large and small — is considering using to create greater business efficiencies. Five days after its November launch, it had 1 million users. Over the next two months, the AI chatbot had more than 200 million users.
The machine learning language program created by San Francisco-based research firm OpenAI offers human-like text responses to queries. It can summarize long articles or text-thread conversations, make writing suggestions, come up with marketing campaigns, produce business plans and even create or correct computer code. And all that can be done with limited investments.
Microsoft, which owns a 49% stake in OpenAI, has invested billions of dollars in the company. It just launched a version of its Bing search engine based on the latest version of OpenAI’s GPT-4 large language model, on which ChatGPT is based. Not to be outdone, Google recently announced its own AI-enabled, experimental chatbot.
Intercom, a customer support software provider whose products are used by 25,000 enterprises globally, including Atlassian, Amazon and Lyft Business, is at the bleeding edge of ChatGPT use. It just upgraded its AI-enabled messaging bot using the features of ChatGPT’s large language model — GPT 3.5.
Intercom
Fergal Reid, director of machine learning at Intercom.
Fergal Reid, director of machine learning at Intercom, said there are undeniable advantages with adding ChatGPT functions to the company’s AI-powered customer service software, which it has been selling since 2018. Intercom’s software is used to help client service reps answer customer questions. Intercom also sells a separate product called Resolution Bot that organizations can embed on their websites to offer automated answers to end-user questions.
But there are concerns with ChatGPT that cannot be overlooked, Reid cautioned. And because of those issues, the new customer service…
2023-02-17 14:00:04
Article from www.computerworld.com
As customer support services move away from using traditional, “one-size-fits-all” solutions and towards increasingly customized solutions, the need for resources and tools which cater to specific business or customer needs grows. One industry-leading customer service firm recently embraced this trend and upgraded its features via the use of ChatGPT, a natural language processing (NLP) technology.
ChatGPT is an artificial intelligence-backed technology which allows customer support representatives to offer more personal responses to customer inquiries. Through natural language processing, ChatGPT takes customer inquiries and turns them into structured formats, meaning the customer service reps don’t need to repeat the same responses again and again. The structured format also offers the reps greater insights into the customer’s query. Further, the technology can detect customer sentiment in real-time, offering the customer service reps a more accurate understanding of how the customer is feeling.
The customer service firm’s transition to ChatGPT-enabled solutions has allowed it to improve its customer service experience in multiple ways. It has also enabled the firm to reduce contact volume, as the technology eliminates the need for customers to repeat themselves. By understanding the customer’s inquiry quickly, customer service reps can offer more personalized solutions based on their knowledge of the customer’s needs.
Additionally, ChatGPT offers the firm increased training capabilities. Its artificial intelligence-driven insights can help customer support reps better digest customer feedback, enabling them to develop more effective training programs. By identifying customer sentiment, it can also help reps recognize areas where customer service could be improved.
The customer service firm’s transition to ChatGPT has been a major success. Upgrading to this NLP-enabled technology has allowed it to provide its customers with a smoother and more personalized service. It has also helped the firm reduce contact volume, while giving its training personnel the ability to better monitor customer service performance. All in all, the firm’s move towards ChatGPT has proved a great success.