Info-Tech Research Group’s Report on ChatGPT and Generative AI in the Enterprise
Today, Info-Tech Research Group, the global IT research and advisory firm, has released its latest advisory deck, ChatGPT: The Present and Future of Generative AI for Enterprises. This deck takes a closer look at the latest advances in conversational AI technology, with a specific focus on OpenAI’s ChatGPT. This large language model uses generative AI to deliver human-like conversations on a wide range of topics. As the digital world continues to evolve, this technology is becoming an increasingly important tool for enhancing communications and improving the user or customer experience. This deck provides technology leaders with the insight and understanding they need to leverage this technology and identify potential use cases within their own organizations.
ChatGPT is a groundbreaking generative AI chatbot that can offer human-like conversations on a wide range of topics. These include writing poetry, debugging code, and helping with software and hardware issues. This is a major step forward in the history of generative AI, as it is able to provide answers to questions, something that is not a new concept.
Jeremy Roberts, research director at Info-Tech Research Group, explains that OpenAI trained its ChatGPT language model through a combination of supervised and reinforcement learning. Supervised learning occurred when a human would demonstrate the desired behavior and then the model would repeat it. Reinforcement learning was enabled by ranking the model’s outputs based on their quality, thus reinforcing the learning.
ChatGPT is a chatbot designed to engage in dialogue with its users, unlike other chatbots or intelligent software assistants. It can respond to feedback, request clarification, and iterate on its answers based on the user’s response, making it much more adept at conversation than previous versions of the GPT model.
Roberts states that if there are no use cases for ChatGPT, then it doesn’t matter if it is considered a gimmick or not. Luckily, OpenAI and other similar organizations have a range of applications for generative AI, including customer service, enterprise assistance, and the formation of new products.
Areas In Which Generative AI Can Help
Research suggests that generative AI can be beneficial in a variety of ways, particularly in enterprise support, customer interaction, and product development.
Enterprise Support
Despite the rapid advancement of the information economy, organizing and managing information is still a difficult task. One potential solution is the use of ChatGPT or a similar conversational AI tool as the backbone of an information concierge that automates enterprise support. Although chatbots are already being utilized, ChatGPT could potentially revolutionize the way information is managed.
Customer Interaction
Chatbots and website search functions often return semi-related results which can be frustrating for users. Generative AI can provide more cost-effective answers to queries, direct users to the right products and services, and greatly improve the customer experience. This can help a business stand apart from its competitors.
Product Development
AI can be a valuable asset for product development. Generating marketing copy, summarizing lengthy documents, and crafting communications are all excellent uses for generative AI. ChatGPT is an intelligent solution that can help those who create content by streamlining their workflow. Content may be king, but it can be challenging to produce it. AI can be the answer to this problem.
Three Key Recommendations
Organizations should take note of Info-Tech’s advisory deck and its three key recommendations for incorporating ChatGPT and other generative AI products into their service catalog.
ChatGPT and other generative AI solutions are tools that have their strengths and weaknesses. Technology leaders must be aware of what business processes can be improved with the help of this technology, and how it can be used to minimize difficulties, improve the customer service experience, and be more efficient.
It may seem attractive to go straight for the finish line with AI, but IT teams should begin with augmentation. Generative AI is a remarkable technology, yet it is not independent. It still requires direction and input from humans, and as more procedures are augmented, IT should anticipate having to pay for augmenting supervisory capacities.
As organizations explore new possibilities, risks may arise. A chatbot that manages workflows may not be overly complicated. On the other hand, a bot engaging with customers and generating content might present the organization with legal issues, such as copying material from other places or producing inappropriate or offensive images. Therefore, it is wise for organizations to consult a legal professional prior to deploying these technologies.
Generative AI like ChatGPT can lessen the manual labor needed for certain tasks. Nonetheless, actions that require comprehensive privileges, as well as highly contextual and specific knowledge, could leave a business vulnerable to potential dangers. To learn more about ChatGPT and generative AI, get the complete ChatGPT: The Present and Future of Generative AI for Enterprises advisory deck.
Source: Info-Tech Research Group
