The enterprise case for ChatGPT – reaping the benefits and managing the limitations

Taking the media by storm since its launch date in November 2022, you will undoubtedly have heard of OpenAI’s ChatGPT. Its impressive capabilities have been widely documented, and scrutinised since launch with ChatGPT even gracing the recent cover of TIME Magazine accompanied by the feature title “The AI Arms Race is Changing Everything”. With Microsoft investing in OpenAI, we’re going to see continued development of the technology in the near future.

The question on every business leader’s lips: should we incorporate the power of generative AI into our business? With over 20 years of experience in the sector, we understand how to incorporate large language models in an enterprise effectively to get the most out of people and the technology.

These are some of the key benefits, and how to manage some of the limitations, when incorporating GPT capabilities into your business.

Benefits

Increased Efficiency: Automation is at the heart of ChatGPT. By automating responses to commonly asked questions, humans are free to focus on more complex tasks. It can also make these complex tasks easier as when supplied with large quantities of source material, GPT-3 can create digestible summaries, draft emails, readback text, or pull-out specific requested information.

This is invaluable for organisations like charities, where they are experiencing an increased number of users needing immediate support, but teams are already financially and mentally stretched. Generative AI could alleviate some of that burden.

Improved Customer and Employee Experience: ChatGPT makes around the clock customer service possible beyond the static FAQ website section. This can ultimately lead to increased customer satisfaction as the wait time between question and answer is much reduced.

This can also be applied to the employee experience. As the number of dispersed teams increases, so does the need for remote knowledge management processes. To increase the usability of a centralised knowledge system, ChatGPT’s natural language capabilities can increase quality and variety of user interaction. This makes the experience of searching for knowledge more ‘human-like’ and accessible 24/7 for those team members that work on different time zones to head office.

Reduced Overheads: Ultimately cost is an important factor. Whilst there will be some cost attached to deploying ChatGPT or generative AI into your business processes, long term it will reduce internal and external response time, leading to increased efficiency and productivity as more users can be assisted, but it could also reduce staffing costs.

Current limitations (and how we manage them)

There is no denying the power and potential of AI, but in its current forms there are limitations that need to be recognised and managed to ensure ChatGPT is having a positive business impact.

Limited Understanding of Context: It is clear there have been huge advances in language models as the responses ChatGPT provides are largely comprehensive. However, our language and society is packed with context and nuance that is not as easy for ChatGPT to comprehend nor factor into its responses. This can lead to incorrect and sometimes biased answers.

The key to preventing these responses is human oversight. With the supervision of knowledge moderators, leaders can ensure that the responses being provided by ChatGPT are accurate in the context of the conversation and any incorrect or biased responses are removed from the system.

Incorrect Information: Whilst automation drives increased productivity in the modern workplace, it can also quickly derail your working day if you’re provided with inaccurate information during your fact-finding journey.

ChatGPT is powered by internet data. The breadth of this means it is capable of answering a vast amount of questions almost instantly, however the information is often unverified leading to inaccurate responses. This drives home the importance of human control to ensure not only the responses are correct, but also make sure that the source material is accurate in the first place.

To moderate this, Tenjin controls where GPT can draw knowledge from. Ring-fencing it to only searching the client’s internal knowledge banks minimises the chance of incorrect or irrelevant responses.

Reliance on Quality Data: The quality and breadth of training data is the foundation for GPT’s success. Without it, its usefulness is automatically limited.

We know the internet is rife with inaccuracies, and this is a big hindrance to GPT’s success, however even when drawing from internal business knowledge banks alone the information could be decentralised, have large gaps or be outdated.

This is why knowledge crowdsourcing is so important to support technological deployment. As well as moderation over frequently asked questions to inform your knowledge strategy, crowdsourcing for knowledge across the business ensures you are going straight to the experts for the knowledge needed to fuel the system. This is likely to be the most useful and accurate path because they are the closest to the task at hand, as well as serving as a way to get teams to engage with the technology.

This new phase of generative AI can have real business benefits if deployed with the right human moderation and control that we prioritise at Biomni. If you are still unsure on the capabilities of ChatGPT, it actually gave us the structure for this blog!

To provide more information on how to embrace and control ChatGPT in business, we will be hosting a virtual masterclass on GPT-3. Their experts will explain how to maximise the capabilities of GPT while using Tenjin.

More details will soon be available on our website.