THE CHATGPT REVOLUTION ? WILL , AND HOW , THIS NEW TECHNOLOGY MODEL HELP CONTACT CENTERS ?
BY BRENDAN READ , CONTACT CENTER PIPELINE
ILLUSTRATION PROVIDED BY ADOBE IMAGES
For the past several months the technology conversation has been dominated by the emergence of ChatGPT , first GPT-3 , then GPT-3.5 , and most recently ( at presstime ) GPT- 4 . But could it revolutionize the contact center industry ? To get a handle on ChatGPT , its implications , benefits , challenges , and best practices for contact centers we had a virtual conversation recently with Nathan Hart , Senior Director of Technology , Solutioning & Data Analytics , The Northridge Group .
Q : WHAT IS CHATGPT , SPECIFICALLY CHATGPT BASED ON GPT-4 , AND WHAT LED TO ITS CREATION AND BY WHOM ?
A : ChatGPT , short for Chat-based Generative Pre-trained Transformer , is a state-of-the-art artificial intelligence ( AI ) -powered natural language processing ( NLP ) model created by OpenAI , a company co-founded in 2015 to advance digital intelligence in the way it can interact with humans .
The most recent version of ChatGPT , which is based on GPT- 4 and was released in March 2023 , is OpenAI ’ s latest and most advanced chatbot .
Open AI has developed what is known as open domain bots that can understand nearly any question related to the subject matter of their design – in this case conversations .
This technology equips ChatGPT to hold conversations about almost anything without any prior programming or configuration . It has immense promise not only for enabling people to talk with machines but also for improving customer service , providing emotional support , and revolutionizing key processes associated with other lines of work that are currently done solely by humans .