Technology is constantly moving forward, especially in the growing field of AI. ChatGPT and other large language models are now capable of understanding and responding to natural language inputs with high efficiency and accuracy. This enables them to handle complaints and queries with minimal human intervention.
Many companies hope the artificial intelligence behind these tools will transform their ordinary chatbots into immersive interfaces that will change customer service and support. Some remain hesitant because of the limitations of GPT3, a model made by OpenAI that serves as the foundation of ChatGPT and the coming GPT4.
Getting to know ChatGPT
Launched by OpenAI in November 2022, ChatGPT means ‘chat-based generative pre-trained transformer’. This powerful NLP tool became viral because of its information-packed and elegantly-composed responses to questions. Its capability of making human-like text based on given inputs has intrigued investors, business leaders, and regular consumers alike.
Microsoft announced in January that they would be adding ChatGPT to their Azure API or application programming interface, thereby allowing developers to embed the tool into their own products. However, customer-experience executives advise organisations not to overrely on AI models since they have their limits.
Limitations of ChatGPT
One of the risks that come with using ChatGPT is the tool potentially giving out false information to clients and customers online without businesses knowing it’s happening. Where most chatbots are trained to respond with “I don’t know” to requests they’re unable to compute, ChatGPT doesn’t have this ability.
Much criticism also surrounds the use of chatbots in sensitive situations, such as in providing emotional support. Since ChatGPT is a tool or machine, it’s unable to experience emotions and thus cannot empathise with users. Once people learn that messages come from machines, their systems won’t work.
ChatGPT for customer experience
Despite the many limitations of the ChatGPT model, there’s no denying it has its pluses too. Many speculate that it will transform the landscape of content creation since writers may use the tool for developing ideas and expanding their work, for example.
From another perspective, your employees may use it as a collaborative tool for exploring and brainstorming fresh ideas about hiring Filipino remote workers, changing your product design, providing new services, boosting your advertising, and improving customer experience.
Much of the buzz around this AI model revolves around its conversational responses, which might replace search engines like Google in the future. At the same time, it raises questions about its impact on customer service and support, which we shall cover from here on.
Content generation
Generative AI has been around for a while, but it hasn’t really been used for writing content. That’s likely to change with the widespread use of ChatGPT, be it in creating and publishing copy from end-to-end or starting a post edited by a human being later on.
There are potential issues with maintaining the tone of voice, but the tool may be trained to follow a certain style. There’s also the matter of fully human-produced content becoming a positive selling point. These will all affect how customers view and interact with brands in the future.
Coding suggestions
In the past, organisations had to hire a Filipino freelancer to make simple changes and additions to their websites or applications. Artificial intelligence now makes it possible for non-programmers and non-IT professionals to get automated code suggestions for backend and frontend development.
These services also have the ability to check for errors, clean up the code, and so on. While they come with some risks, they also reduce the chances of people seeing the entire code since they return with only the portion requested. The tool is unable to implement any changes on its own in most cases.
Search engine optimisation
ChatGPT might not have an immediate effect on optimisation as it does on content generation, but it does have some effect in the long-term. When your copy is detected to be AI-generated, for instance, there’s the chance that your website will be penalised, thereby lowering your rankings.
Still, you may use the tool for research, such as to find related keywords or to understand search intent. You might also use it to filter resumes when you want to hire remote staff in the Philippines who specialise in digital marketing and SEO.
Personalised content
While ChatGPT is unable to fully automate your marketing, it’s able to produce personalised content based on previous interactions with customers. It also follows individual journeys to know where the customer is in the sales funnel and responds accordingly.
It usually takes time to create personalised replies for each conversation. However, AI models are now capable of generating and delivering sophisticated replies instantaneously. You may also train them with the appropriate responses to avoid them giving out any false information.
Conversational interfaces
Chatbots have been serving as primary customer service channels for years now. You’ve likely seen them in action with your internet service providers, telecommunications services, restaurants, and even supermarkets. There are multiple predictions of widespread AI usage in this sector.
Many companies will continue to hire a virtual assistant in the Philippines to handle the escalations, but their responsibilities may lessen as time passes. The launch and implementation of GPT4 will also accelerate the use of conversational interfaces for customer interactions.
Digital experience platforms
A DXP is a software platform meant for managing digital experiences across a wide range of online touchpoints. Some of the functionalities found in DXPs are experimentation, personalisation, ecommerce, and content management. Examples of these include Adobe Experience Manager and Oracle.
ChatGPT is already overlapping with many of DXPs key features, mainly personalisation and marketing automation. When these two are combined or used together, ChatGPT may supplement DXPs in content generation for layout templates or code suggestions for non-developers.
Why still hire a VA in the Philippines
There’s still a long way to go for ChatGPT and artificial intelligence in general. Making NLP tools a part of conversational experiences is in its infancy but may mark the beginning of AI automation that exceeds human capabilities. For now, it’s better to hire remote staff in the Philippines for customer experiences.
We at Remote Workmate specialise in connecting global employers to qualified VAs. Depending on your needs or preferences, we have a pool of talent who are knowledgeable in artificial intelligence and ChatGPT too.
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