What's all the fuss about?
David Taylor, Partner Success Manager, Contact Centre Panel
The past few months have been busy ones here at Contact Centre Panel. So much so, some of the latest news and updates in the world of tech have well and truly passed me by. However, I’ve been trying to catch up over the Christmas period. Mainly in between my leftover turkey sandwiches and watching some questionable films I would not normally watch – but hey it’s Christmas!
One of those recent finds was that of ChatGPT. A curious sounding name that had me intrigued instantly. I thought “what is ChatGPT?” and “what is a GPT, is this the new lingo the kids use?” Bingo, it was time to do some research! Here’s some of the more pertinent details on ChatGPT that I found:
What is ChatGPT?
Launching back in November 2022, ChatGPT is a chatbot that uses conversational AI to interact with the human user at the other end. ChatGPT uses natural language processing (NLP) to understand the user’s question(s) and responds accordingly.
The tech itself was developed by San Francisco-based OpenAI, a research company led by Sam Altman and backed by Microsoft, LinkedIn co-founder Reid Hoffman and Khosla Ventures.
What can ChatGPT do?
In the context of Contact Centres, ChatGPT will be able to perform a number of functions. This includes, but not limited to:
- Answering FAQ’s
- Automating administrative tasks
- Automating responses for emails/chat
- Gathering Data
- Providing recommendations, such as product recommendations
- Scheduling appointments
How does it work?
Through the use of NLP technology, the chatbot is able to understand user input by recognising patterns in conversations and breaking them down into key components such as context, intent and entities. Once it understands what the user is asking, it can then provide an appropriate response.
ChatGPT also has the ability to learn from its conversations, meaning that it can grow and improve over time. This allows it to become more efficient and better at understanding customer needs and providing useful answers.
Will we be using ChatGPT anytime soon?
So far, the response to ChatGPT has been overwhelmingly positive, with many praising its advanced capabilities and ease of use. It remains to be seen how ChatGPT will be used in the coming years, but it’s clear that it has the potential to be a major player in the world of NLP.
By the way, ChatGPT wrote that last paragraph. When asked by a reporter at CNBC to write a news story on ChatGPT, it came up with a very well-rounded response (including that last snippet).
Why not give it a go?
Whilst we wait for a simplified solution that can be integrated within our current contact centre technology stack, you can still give this piece of tech a whirl by visiting OpenAI’s website.
Here’s a joke that ChatGPT put together for me:
Me: Tell me a joke about Batman and Superman?
ChatGPT: Why did Batman bring a ladder to a fight with Superman? Because he knew he’d have to climb up to Superman’s level!