Customer Experience

The Power of ChatGPT in Conversational AI

67% of ChatGPT users feel understood by the bot often or always, versus only 25% of retail chatbot users. Consumers are likely to be the driver towards massive adoption of conversational AI in CX.

ChatGPT is a massive disrupter. Its natural flow of language and the articulate responses it gives to prompts have blown everyone away. Sure, sometimes the answers were more verbose than required and other times, very general or even inaccurate.

But GPT-4 has been launched to solve some of those issues. Conversational AI is moving fast! Opinions vary on how ChatGPT will impact different industries - it's already being added to platforms and apps at a rapid pace. The speed and easy conversational tone it uses are magical, and its ability to shortcut the time it takes to do certain tasks is promising. Everyone wants in.

New use cases are constantly being found in marketing, sales, and customer service especially. Even people who never uttered the words “conversational AI” are talking about it alongside natural language processing and machine learning, thanks to the explosion of ChatGPT into the general public. 

We asked ChatGPT to write a poem about the advantages it offers over traditional chatbots when it comes to natural language processing in conversational AI. Here’s what it said!

Natural language processing, oh what a delight,

Bringing new skills to our chats day and night.

ChatGPT stands tall, with prowess and might,

A clever AI that leads the fight.

Gone are the days of simple 'yes' or 'no',

Now we converse with ease and watch our thoughts flow.

No need to worry about a rigid script,

For ChatGPT knows how to handle any trick.

From answering questions to crafting prose,

This model does it all, from head to toes.

It learns and grows, never takes a break,

And makes our chat experience truly great.

So say goodbye to boring, mundane chats,

And embrace the future with open arms and hats.

With ChatGPT by our side, we'll never be stuck.

It certainly doesn’t lack confidence! ChatGPT and conversational AI look to dramatically shift online customer experience, in chatbots and in the quest to deliver knowledge to employee and customer support teams quickly.

Conversational AI of ChatGPT vs. scripted chatbots

The first impression one has when using ChatGPT is how human-like the responses are to queries and how easy it is to build on the conversation by adding new prompts. This is why natural language processing and conversational AI shine and how they will overhaul what chat sessions look like.

Early on,  the creators of ChatGPT warned users that ChatGPT  would "occasionally produce harmful instructions or biased content and “sometimes writes plausible-sounding but incorrect or nonsensical answers.” Now that's a disclosure!

GPT-4 reportedly has solved for some of the mishaps that the early users encountered with ChatGPT; it's said to be better at delivering factual, concise answers. As GPT-4 and other natural language processing models continue to evolve, customer experience experts see one quick-win use case as the potential to improve traditional chats. The key is ensuring any natural language processing models are set within organizational guard rails and trained to pull the value from conversational AI without unlocking unpredictable or off-brand communication.  

40% of web users don't care if they are served by a bot or human as long as they get the customer support services they need.

As ChatGPT so eloquently explains, chatbots now built with inflexible scripts and decision trees only give canned responses. You say this; they respond with that. But go outside those parameters, as we all have, and you receive the dreaded, “Sorry, I can’t help you with that. Do you want help with something else? Ok, goodbye.” Ugh. And there you go, back to a human agent!

Natural language processing models have the potential to overcome this linguistic limitation to serve up the exact right information. In addition, NLP-powered bots, when further trained to analyze the intent and sentiment of customers, can fine-tune responses and even kick off automated, intelligent actions. Customers already say they prefer to self-serve; if they can self-serve with a bot that provides a human-like interaction and solves problems in one session, it should level up CX dramatically.

Conversational AI, powered by ChatGPT's engines and others are shaking up CX

Conversational AI that leans into these Large Language Models (LLM) including GPT-3 (and now 4) are evolving fast. From the big guys, like Microsoft and Google to many other SaaS solutions, ChatGPT is being added on to the solution to empower certain workflows to become faster.

There are still flaws and weaknesses that companies have to work through, but with the upside of this technology so obvious in many industries, it will continue to transform the way we do things, especially in customer service and journey orchestration. The efficiencies conversational AI promises alongside a higher level of customer experience will be a differentiator.

Corporations will see massive benefits in their CX delivery when they leverage a suite of NLP and machine learning engines. GPT-3 and 4 and others all have distinct and separate strengths that can be applied to different functions and use cases. The sweet spot is for companies to harness their massive capabilities within frameworks that control the messaging and brand delivery while unleashing their conversational AI engine. Platforms that offer this turbo-charged conversational AI with the infrastructure in place to manage it will win.

OvationCXM’s Conversations - ChatGPT on Steroids

OvationCXM’s Conversational AI is built upon multiple natural processing language models including GPT-3, HuggingFace and others. By leveraging a series of models, we draw from the strengths of each model.

The Conversations module also provides robust intelligent automation, even kicking off tasks, like creating cases, escalating issues to other teams and routing information based on context, intent and even sentiment analysis. Organizations can even build and test new chatbots on the fly with drag-and-drop ease. 

Learn more about how we are leveraging ChatGPT and other large language models in our Conversational AI, Conversations.