ChatGPT, a new artificial intelligence chatbot, has taken the internet by storm.
This tool is the latest example of AI-based tools that are augmenting the way we do business. There are many others, but natural language processing bots and generative visual AIs like DALLE•2 are advancing particularly fast.
ChatGPT is a variant of the GPT (Generative Pre-training Transformer) language model that was developed specifically for generating human-like text in a conversational context. It is designed to generate natural language responses when given input from a user — making it potentially useful in a variety of business applications where human-like conversation with customers or clients is desirable.
In light of this new technology, businesses need to think about how they are doing their work, what products and services they offer, and how AIs like ChatGPT could enhance workflows and deliver better customer experiences.
Let’s explore some of the biggest business implications of AI-powered chatbots like ChatGPT.
The Opportunities of Chat-Based AI
Tools like ChatGPT can create enormous opportunities for companies that leverage the technology strategically. Chat-based AI can augment how humans work by automating repetitive tasks while providing more engaging interactions with users.
Here are a few of the ways companies can use tools like ChatGPT:
Drafting marketing content
Writing computer code
Automating parts of the sales process
Delivering aftercare services when customers buy products
Providing customized instructions
Streamlining and enhancing processes using automation
Translating text from one language to another
Smoothing out the customer onboarding process
Increasing customer engagement, leading to improved loyalty and retention
Customer service is a huge area of opportunity for many companies. Businesses can use ChatGPT technology to generate responses for their own customer service chatbots, so they can automate many tasks typically done by humans and radically improve response time.
According to an Opus Research report, 35% of consumers want to see more companies using chatbots — and 48% of consumers don’t care whether a human being or an automated chatbot helps them with a customer service query.
Overall, ChatGPT can be useful for any situation where you need to generate natural-sounding text based on input data.
On the other hand, the opportunities of AI-based chatbots can turn into threats if your competitors successfully leverage the technology and your company doesn’t.
Thinking Through the Potential Dangers of Chat AI
There are enormous opportunities for businesses to use tools like ChatGPT to improve their bottom line and create better customer experiences — but there are some potential dangers with this technology, too.
In the beta version of their ChatGPT software, OpenAI acknowledges the current limitations of the AI, including the potential to occasionally generate incorrect information or biased content. It also says the AI may have limited knowledge of events or knowledge after 2021, based on when the model was trained.
AI models require lots of training and fine-tuning to reach ideal performance levels.
There are also potential privacy concerns. ChatGPT can be vulnerable to cybersecurity attacks, as it is connected to the internet and could potentially be used to spread malicious content or viruses.
Malicious cybercriminals could also manipulate people into divulging personal information using the chatbot, then use that information for fraudulent purposes or for targeted phishing attacks.
Will AI-Based Chatbots Replace Jobs?
There are also some who predict that tools like ChatGPT will threaten people’s livelihoods as it automates many tasks currently being performed by human beings.
AI-based chatbots can be used to automate some tasks, but they aren’t capable of many skills that people are great at, like critical thinking, creativity, or strategic decision-making. Instead, chatbots can be used to supplement customer service staff, allowing people to focus on more complex and more ‘human’ tasks.
Companies can use tools like ChatGPT to reduce costs associated with training and hiring customer service staff, helping them save money and stay competitive.
Technology With Huge Potential
However, ChatGPT is still a relatively new technology, and its capabilities are likely to continue to evolve and improve over time.