The impact of ChatGPT on the business technology world has generated a lot of buzz, but does the reality live up to the hype? And what does it really mean for the future of work, customer experience, and Communications Platform-as-a-Service (CPaaS) solutions?
For years, technology experts have been discussing the growing prominence of large language models (LLMs) and deep learning. However, the public launch of ChatGPT has captured the imagination of millions of people. Many technology and business writers are claiming that ChatGPT has the potential to replace jobs, while others suggest that it will fundamentally transform how we work and think. While some of the hype surrounding ChatGPT may be warranted, there are also several areas where it falls short.
Machines and Humans Working Together
LLMs and humans will likely collaborate in the future. The exact form this collaboration will take is difficult to predict, but it is clear that LLMs will bring new levels of productivity to a wide range of employees without completely replacing jobs. Additionally, LLMs will change the types of technology we use and broaden access to them, while also transforming the way companies and developers create new digital solutions as models learn to write their own software.
Leveraging LLMs for Enhanced Customer Experience
LLMs and other generative AI technologies will bring about significant changes across industries. However, the effects will be particularly noticeable in certain sectors and occupations, including customer experience (CX), where ChatGPT and other LLMs are expected to shape the evolution of CPaaS capabilities. There are three key reasons why LLMs are particularly well-suited for CPaaS:
- Chatbots, which are frequently used in customer-facing roles, operate within a structured environment where they respond to specific queries about a particular business or product. Chatbots also tend to work in conjunction with human agents and transfer the conversation when a query is too intricate to manage. This CX scenario is an excellent match for ChatGPT’s existing capabilities.
- While messaging chatbots have already introduced intelligent automation to CPaaS, the integration of LLMs will take their capabilities to new heights. However, even the best LLMs cannot handle every situation, and human intervention is still necessary so brands will still need CPaaS tools that can help deliver a smooth, contextual handover. Additionally, personalized content is becoming increasingly important, and LLMs and other generative AI tools can rapidly personalize outbound communications in various formats.
- ChatGPT’s ability to write and debug conventional coding languages has garnered significant attention, but its potential extends beyond that. LLMs can be instrumental in programming workflows, processes, and customer journeys, providing value for CPaaS developers in terms of speed and efficiency.
Webex: Powering generative AI solutions
Webex by Cisco, known for its award-winning Enterprise CPaaS platform, Webex Connect, is already complementing its in-house AI functionality with Large Language Models (LLM) and other advances in generative AI, including ChatGPT to accelerate response times and boost innovation. Their latest bot-agent chat summarization functionality facilitates a smooth contextual handover between chatbots and human agents enabling agents to resolve problems and address issues quicker. Users of the platform are also able to leverage generative AI to return code making it easy for non-IT specialists to create, update, and iterate journeys. Generative AI is also being used within one of the business’ applications to quickly produce high-quality content with minimal human input. Users can create copy options for email subject lines that marketers and content creators can leverage to test and tune their campaigns.
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