ChatGPT: What Is It And What It Means For The Future Of Employee Experience?

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If you thought 2023 was only about risks everywhere, think again! The world is buzzing with the latest advancements in AI technologies. Business leaders, students, researchers, and content creators are now overjoyed with the introduction of Generative Artificial Intelligence (AI). The new buzzword is ChatGPT which describes algorithms that can be used to create new content, including code, text, and more. 

Whether you're still trying to wrap your head around this new development or simply in awe of its potential, our article will provide a perspective on what Generative AI means for the future of employee experience. This is the first article of a series dedicated to Generative AI (GPT-3/ ChatGPT).  

What is ChatGPT?  


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Until recently, users had limited usage of chatbots due to their restricted capabilities. Chatbots lacked understanding and had only a pre-set of responses. Maintenance was difficult as Chatbot could only handle limited data for training.  

Something changed in November 2022., It's been hard to ignore the buzz around OpenAI's ChatGPT in recent months. The launch of ChatGPT took place on November 30, 2022, and within just five days, it had amassed a user base of one million. Since its release in 2022, everyone has been talking about it. 

ChatGPT is an AI-powered conversational chatbot that is available as software-as-a-service. It uses a Large Language Model (LLM) to understand and generate a response to users in a natural manner instead of copying an existing response. GPT-3.5, the highly advanced NLP model developed by OpenAI, powers ChatGPT. GPT stands for Generative Pretrained Transformer, an AI language model based on a database of pre-trained text, which allows it to understand natural language patterns. The transformer structure processes long data sequences with layers that prioritize words and phrases for better context and meaning. The feed-forward layers and residual connections allow the model to understand complex patterns, resulting in improved response quality.  

With its ability to understand and respond to various topics and contexts, ChatGPT is poised to revolutionize how we interact digitally. Whether you're seeking answers to complex questions or want to engage in a casual conversation, ChatGPT delivers a truly immersive and natural experience that mimics human conversation. ChatGPT improves its conversation skills through Reinforcement Learning from Human Feedback, where it interacts with a human user, generates a response, receives feedback, and uses this feedback to train its Reinforcement Learning model and continues to receive feedback and improve its responses over time, becoming more conversational and effective. 

In the past, traditional Natural Language Processing (NLP) models have relied heavily on hand-crafted rules and manually labeled data to generate responses. However, this approach has several limitations, including the need for extensive human input and the difficulty in handling a wide range of conversational tasks. ChatGPT is different as it utilizes neural network architecture to generate responses. This innovative approach means that ChatGPT can learn to generate responses without being explicitly told what the correct response should be. This allows the model to be incredibly flexible and capable of handling a wide range of conversational tasks, making it a powerful tool for NLP. OpenAI has been at the forefront of exploring new and innovative ways of fine-tuning language models.  


The Current Limits of ChatGPT 


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One of the major limitations of ChatGPT is that it has been trained on public data, and it is unable to distinguish between reliable and unreliable sources of information. The AI cannot differentiate between objective information from credible sources and subjective opinions shared on social media and web pages, leading to potential misinformation. Another issue is that it tends to be overly wordy and repetitive, using the same phrases repeatedly.  

Furthermore, ChatGPT's database is limited to pre-2021 data, making it unable to provide current and up-to-date information on current world scenarios.  

“I'm sorry, but I am a language model trained by OpenAI, and my knowledge cutoff is 2021, so I cannot provide information about developments or achievements in the field of artificial intelligence (AI) beyond that year.” - OpenAI ChatGPT. 


ChatGPT Disrupts How We Search for Answers



We are moving from SEARCH experience to getting RESPONSE. With ChatGPT, we will transition from a search-based approach to seeking immediate responses. Our familiarity with searching or using Google has become the norm. But in the future, it's possible that having a conversational interaction with a Chatbot will replace our traditional Google searches.  

There are differing opinions on whether ChatGPT will overtake Google.  Both ChatGPT and Google have their unique advantages. ChatGPT excels in its ability to explain complex topics and write simple tasks, almost like talking to a human expert. 

On the other hand, Google acts as a gateway to the internet, tailoring its results to your interests and providing a range of voices. 

ChatGPT’s potential has prompted Google's management, led by CEO Sundar Pichai, to issue a "code red." The New York Times reports that this development may indicate a significant technological shift that could transform the company, causing concern in the tech industry. 

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As competition is raging among businesses striving to keep pace with the recent unveiling of ChatGPT, Google CEO Sundar Pichai has announced the release of its chat-based search function, called ‘Apprentice Bard’, powered by its AI, LaMDA, to a select group of testers, with wider availability coming soon.  

Meanwhile, Microsoft has made a multi-billion-dollar investment in OpenAI, the creator of ChatGPT. The software giant intends to integrate AI technology into its Azure cloud platform and enhance supercomputing capabilities. It's also set to launch the GPT-4 version of its Bing search engine soon, which is anticipated to be faster and more powerful than ChatGPT. 


ChatGPT: What Does it Mean for The Employee Experience 


Why not let ChatGPT answer for itself? We asked, “How ChatGPT helps in elevating employee experience? 

The chatbot replied: 

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With ChatGPT, organizations could revolutionize the employee experience and foster a more dynamic and fulfilling digital workplace environment. By harnessing its advanced capabilities, organizations can elevate communication, streamline every team’s task, enhance employee productivity, improve employee engagement, and offer personalized support to their employees.  

ChatGPT is a versatile technology that can perform routine and innovative tasks, tailoring its capabilities to meet the specific needs of each organization. With its access to company knowledge bases in the future, it could quickly provide employees with accurate information, freeing up their time to focus on more meaningful tasks.  

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How Will Konverso Use ChatGPT to Add Value to its Customers?



Now, let’s imagine that you could leverage the power of ChatGPT on your enterprise data. Imagine that your Enterprise Chatbot could understand and respond with a very high accuracy using your enterprise data, including unstructured and structured knowledge, securely. Imagine your Enterprise Chatbot could leverage your data such as tickets, emails, pdf, wiki, SharePoint, and more to accurately respond to your employees. 

At Konverso, we are constantly exploring and experimenting with the latest advancements in language models, including DistilBERT, BERTA, and more. Our latest endeavor is to test GPT3.5 and see how it performs with specific enterprise data. 

Thanks to the availability of Azure OpenAI Service, we have access to some of the most advanced AI models in the world, backed by Microsoft Azure's trusted enterprise-grade capabilities.  

Furthermore, our conversational AI platform complements GPT3.5 with key features such as web crawling, connectors to the enterprise knowledge base (SharePoint, Confluence, ServiceNow, Google Drive, and more), an intuitive interface to enable the human experts to correct responses generated by GPT 3.5 and to fine-tune a custom model, dashboard & analytics, and finally a pre-built Chatbot interface that you can customize and deploy anywhere. 

What does this mean? As a starting point, we are using GPT3.5 on a specific corpus, such as a structured knowledge base (SharePoint, ServiceNow, Confluence) or an unstructured knowledge base (Web site, pdf). Our goal is to apply GPT on custom data and generate a high-performance custom model that will have the ability to understand all the nuances of user questions and make highly accurate responses. At Konverso, we plan to make this feature available for all our customers by the end of Q1 2023.  

Stay tuned as we share our findings and insights with you! 

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