ChatGPT – Next Level Hitch or Hallelujah?

In late 2022, ChatGPT was launched to great fanfare and hype. Today we’re going to examine exactly which types of applications can benefit most from the involvement of this platform. ChatGPT is an artificial intelligence chatbot – a natural language processing tool driven by AI technology that allows you to have human-like conversations. This advanced tool can assist with tasks like composing emails, essays, and code. As a large language model (LLM), it’s important to understand its limitations when considering that it tends to be used in high-stakes situations.

A good place to start is with the degree of fluency in any given language that the system can deliver. While traditional conversational AI platforms have typically been better at understanding the problem/instructions than communicating answers, LLMs have been built to comprehend grammar, syntax, and the relationships between words, phrases and sentences. Therefore, the responses generated by LLMs tend to be semantically correct while integrating the current context.  That said, their accuracy can be faulty at times, leading to an output that – while delivered with panache – can be misleading unless the user is familiar with the topic. Imagine the fallout that could be created by this type of situation. That said, if the operator of an LLM understands its limitations, it can be a powerful business support tool.

For example, in the creation of marketing-type documents – which tend to be the first point of contact for customers – the emphasis should be on readability. And while significant technical accuracy wouldn’t be required, this information must not be wrong. Applications of this type might include landing pages and social media content. An LLM used for these purposes would need access to systems containing specs of the products or services.

Another LLM application would be the creation of email responses, which can tie up large chunks of valuable business time. This type of scenario would be reliant on a high degree of accuracy as the output of inaccurate information could result in major problems – even legal issues.

A wide field of use that will increasingly benefit from LLMs is the generation of documents – both technical and user documentation. It stands to reason that technical documents would require an extreme level of accuracy, while the primary requirement of user documents would be significant readability and fluency.

The fields of customer service/agent assistance possibly stand to gain the most from LLMs. The requirements for these types of applications would be a system that can deliver grammatically intact, conversational output with a high degree of product and service knowledge. In the case of agent assistance, the LLM would need access to the entire customer journey including chat history, sales, and marketing data.

It’s clear that moving forward, ChatGPT will become a powerful business tool. Many successful businesses are also turning to customer service outsourcing companies as strategic CX tools. Anexa is an award-winning business process outsourcing (BPO) company with twenty years of experience in the competitive call center market. Understanding the critical importance of meeting today’s customer expectations, we have curated a team of experienced, highly trained CX specialists.

Trusting Anexa to partner with your business by dedicating strategic resources to your CX processes, can leave you to steer operations at a higher level. Reach out today for more information on how we can help you meet your business objectives.