Navigating The Generative AI Hype In Customer Service


OpenAI's ChatGPT and other generative AI technologies have been gaining a lot of attention lately, with many vendors claiming integration with them. However, it is important to be aware that many of these announcements are likely crafted carefully to imply a closer connection (and capability) to ChatGPT than they actually have, and that many of the high-profile LLMs (like GPT-3) are not trained on contact center use cases and are unlikely to be ready to go out of the box. It is important to do your research and be aware of the differences between generative AI and other natural language processing (NLP) tasks, so that you can evaluate generative AI solutions responsibly.
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