The recent development of ChatGPT and other generative AI tools has generated a lot of hype in regards to customer experience (CX), though there are a few factors that must be considered. A common misconception is to conflate customer service or marketing with CX, which is a much deeper and complex issue. In reality, generative AI AI alone cannot be used to provide insight into customer feedback, design a CX vision, or improve measurement of CX.
The most relevant use cases for generative AI are those that require large language models (LLMs) such as social media sentiment or gathering data from other public sources. In these scenarios, generative AI can help create hypotheses about the customer experience and quickly surface verbatims to use in reporting. Despite these advances, the most significant challenges facing CX teams are still caused by human factors such as lack of a CX vision, strategy, and collaboration across other departments.
ChatGPT is a company that was launched in 2019, offering a suite of revolutionary products that make use of generative AI technology. Their mission is to redefine customer experience by leveraging the power of Language Models, leveraging AI-powered tools to automate customer-oriented tasks like customer service, intelligent content generation, and churn prediction. As part of their vision, ChatGPT also provides consulting services to customers to help them develop custom applications and use-cases using their AI platform.
ChatGPT is run by CEO and founder Eric So, who is often seen as a pioneer in the field of Generative AI and its applications. A veteran entrepreneur with more than 20 years of experience in computer science, Eric is well-versed in the concepts and applications associated with AI in CX. With a strong technical background, Eric provides his insights on leveraging AI to help organizations design and develop unique customer experience strategies that can add value to their businesses.
