The changing face of chatbots
By Maria Ward, Knowledgebase Engineer and Account Manager
We would all do well to heed the warning “with great power comes great responsibility,” when it comes to ChatGPT. Today, industries of all sizes are making use of AI chatbots, voicebots and virtual assistants to great effect in delivering better customer and employee experiences. Consumers the world over have gotten used to and accept interacting with these ‘human-imitation’ tools to answer their questions, help them complete tasks, and guide them to resolve issues.
The face of AI chatbots, voicebots and virtual assistants is continually changing as technology advances, customer and employee demands and expectations increase, and how we communicate evolves.
Right now, there’s a lot of hype about the capabilities of ChatGPT and the large language models (LLMs) such as GPT-3 and GPT-4 that feed them. This is not surprising given the far-reaching impact the technology can and is having across industries, professions, and social development. People from all walks of life, from writers and developers to traders and architects, are saving time and improving efficiency by using the open AI to produce content.
The generative abilities of ChatGPT are astonishing to observe. The capability of AI has developed at a rapid pace over recent years, and we are at an inflection point where things are only going to develop at an ever-increasing pace! The power of the latest LLMs is undeniable. How this power is used practically in the design and implementation for conversational AI solutions will either add or detract from the customer and employee experience. This is where businesses need to ensure they are speaking with experts in conversational AI.
ChatGPT in business settings
You can ask ChatGPT to give answers based on company documents, websites, and other sources of information. When a question is asked and the answer available from the provided information source, the results are pretty reliable (but not 100%) at giving the correct information. However, it is a recognised risk that ChatGPT will “hallucinate”, and do so very convincingly, when it cannot find the information from the source material. This could cause significant reputational and even financial damage to a business.
So where does that leave organisations that are about to embark on their conversational AI journey and those who have existing solutions? How do they ensure that their chatbot is powered by the latest technology and accurately represents their company?
Most organisations will not want to risk wrong information being provided to customers, however small that risk is. Indeed, often it will be essential for public facing content to be signed off by legal departments.
Knowledge Management is king
The bottom line is that content is key when it comes to providing the best conversational AI experience. Managing the information that ‘feeds’ the chatbot is paramount for delivering the best experience to customers and employees. It is, after all, this source information that enables accuracy of conversations.
The knowledge management system of Creative Virtual’s V-PortalTM platform allows businesses to embrace the power of LLMs. And they can do so with the confidence that the ultimate responsibility for the content is in the hands of humans. Putting humans in control ensures that no hallucinogenic (or incorrect) answers are provided. Businesses remain in charge of what information their chatbot can and does share.
Knowledge Management System in V-Portal
V-Portal is a platform where you can manage answers for all channels, such as web, voice, social media, and agent assist, as well as enable language capabilities, and include personalised information. The platform supports LLMs, including native support for GPT, which enables businesses to deliver greater personalisation.
For example, using ChatGPT within the V-Portal platform you could enable a single signed off answer to be modified to change length, tone of voice (etc.) to suit the needs of the customer, based on the channel they are using. Integration with CRM systems provides knowledge about that customer to deliver an even more appropriate personalised response. This would be a minimal risk scenario using ChatGPT, that would enable organisations to deliver a new level of personalisation.
Content creators can be assigned specific permission levels according to their needs by granting access to only the content relevant to them. Tasks can be set against all content types giving you the power to set actions and assign these to specific users, for example for content review.
Workflows and approvals are also an integral part of the platform, allowing control over what content makes the final cut. And, with a full version history you always have visibility of what was changed and when.
A fundamental part of the platform is flow design. This allows you to build processes to hand-hold customers through the decisions they need to make to complete their journey.
Thinking about it, V-Portal serves as the engine that brings together the great power of AI and the human intervention and judgement needed to ensure that great responsibility is maintained.