ChatGPT stands for chat-based generative pre-trained transformer. It’s a powerful NLP tool developed by OpenAI.
The technology is capable of creating human-like text based on a given input.
Much of the buzz around the tool revolves around how it may use conversational search to replace Google.
Yet, its release also raised questions about how it may impact the enterprise of tomorrow and – more pointedly – customer experience.
Changing Customer Conversation
Much speculation swirls around ChatGPT will change content creation, as writers can use the technology to develop ideas and expand on their work.
Consider this possibility with a CX cap on, and it opens up exciting opportunities. For instance, employees within the enterprise could use it as a collaborative tool to brainstorm and explore new ideas to improve customer experience.
Moreover, contact center agents may harness the tool to write customer responses over digital channels – with a little fine-tuning.
The ways in which agents surface organizational knowledge could also change fundamentally.
However, the most compelling contact center use case is the opportunity to improve conversational AI. After all, most bot platforms are a lot less creative and much more scripted.
There is still a long way to go here. After all, making it a part of an orchestrated conversational experience that sequences multiple AI technologies is another kettle of fish.
Yet, the launch of ChatGPT may mark the beginning of AI creating automations that go beyond what humans can create alone.
Accelerating Digital Transformation Projects
Another fascinating use case for ChatGPT is how it disrupts software engineering. As such, it has significant potential to accelerate digital transformation programs.
Indeed, it allows developers to make software faster, debug code quicker, and write in languages they didn’t know.
Moreover, if the developer has simple code comprehension queries, they can perhaps ask ChatGPT for the answer and extend their skills further.
As such, IT teams may consider it a productivity tool, which allows them to spend more time combatting architectural issues and engaging with the CX team to bring their visions to life.
The video below includes some great examples of how a software engineer may harness the technology to create code in multiple languages.
