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9th May 2023
AI is playing a growing role in contact centre technology, helping businesses improve customer interactions.
From automated responses to intelligent assistants, these tools are becoming more advanced. ChatGPT is one of the latest developments, offering human-like conversations on a wide range of topics.
To find out more, we asked Ben Rigby, SVP Global Head of Product and Engineering at Talkdesk, to explains how it works and what makes it different from a standard chat system.
Watch the video below to hear Ben define ChatGPT:
With thanks to Ben Rigby, SVP Global Head of Product and Engineering at Talkdesk, for contributing to this video.
ChatGPT has gained attention since late last 2022, and you can ask it a question, and it will respond as if it were an expert on the topic. As Ben explains:
“On the surface it’s a human-like chat interface. So if you ask it a question, it magically responds, and it responds about any topic imaginable. So you could ask it a question about espresso and it’ll give you an answer that’s as if it’s from a barista.
But you can equally ask it a question about epilepsy, and it would give you an answer as if it’s from a medical researcher.
So it’s really quite remarkable in its human-like ability to answer questions. But under the hood, it’s much more than a chat system.”
ChatGPT responds to questions in a way that feels human-like, but it is more than just a basic chat system.
It runs on a large language model. This model is trained on vast amounts of human writing. It analyses text and predicts what word or paragraph should come next.
“It’s running what’s called a large language model. It is large because it’s trained on almost all of known human writing. Just a phenomenal amount of everything that we’ve produced as humans over the years.
And what it’s doing is it’s using everything it knows to predict the next best word or paragraph. So if you type in the Seven Wonders of the World are … it’ll complete that thought for you.
So it’s really just predicting the next word or the next paragraph over and over and over again. And in so doing it seems magically human.”
This process makes it seem almost human, even though it is just predicting text.
If you are looking for more great insights from the experts, check out these next:
Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.
She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.
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Read more by Robyn CoppellReviewed by: Hannah Swankie
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