There is a lot of hype around ChatGPT now so I thought I would write to help address some of the excitable theories about how it might impact the Customer Experience environment.
What is ChatGPT?
ChatGPT is Chatbot. It is a super powered chatbot that can do many things earlier generation chatbots couldn’t do. Like all chatbots, it has been programmed to deliver an answer to a question. However, unlike previous chatbots, it does not rely on specific programming to deliver each answer. ChatGPT has been provided with an enormous database of information to help it deliver an answer. This is what makes it different and so exciting. It could potentially cause disruption in so many industries and every part of life.
Our company has already started exploring what ChatGPT can do to enhance the way we deliver answers to customers to make our knowledge management system even easier to use and manage.
Is ChatGPT just a hype? Here are some facts.
Unfortunately, with all the hype around ChatGPT you will be hearing wild statements about what it can or might be able to do. Here are some facts should any of your customers look to you to provide them with some answers or advice.
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ChatGPT is a possible future communication channel with customers. However, in its current state it is not suitable “off the shelf” for this function.
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ChatGPT does not think, and this makes it unreliable for Customer Service Environment. It copies information previously been stored on the internet to provide an answer. Information on the internet is often Marketing, self-promotion or an opinion.
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Inaccurate answers – It is programmed to give an answer however it can’t be certain it is accessing real, verified information.
To work in a customer service environment ChatGPT will always need a well-managed Knowledge Management system for it to retrieve its answers from that allows them to govern the information and have full control of the narrative. This allows organizations to take full responsibility for what ChatGPT delivers in its search for information on their organizations’ products, procedures, and policies by adopting a thorough knowledge management governance framework. I have provided some more detail with respect to the elements of a knowledge management system organizations need to look for below, so you have something to give them if they ask for more information.
5 key components of a Knowledge Management System that organizations must have to ensure accurate answers are being delivered by ChatGPT (or any other technology):
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A sophisticated governance framework that makes it easy for organizations to move their knowledge to ensure it has legal, quality, SME, and management sign-off before it is published.
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The governance framework should have clear controls to ensure only authorized personnel can edit, review, comment and publish knowledge.
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An automated regular reviews reminder during set periods of time to ensure all the content is still current and up to date.
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An easy to configure and manage “Permissions” module to enable organizations to determine who or which channel can access each piece of knowledge. Remember, not all information held in Knowledge Management systems are for public access and organizations need full control over what they want systems like ChatGPT to access. I am sure you can think of hundreds of company policies you have that are not for public view.
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Simple to update and edit in real-time so that the answers can be delivered instantaneously. Customer Experience professionals know that complicated Knowledge Management systems which are difficult to update just won’t cut it in this world where people expect up to date answers NOW.
In Summary
The technology used to communicate with your customers is continually evolving and new communication channels are being introduced all the time. ChatGPT is exciting and offers great potential in the future as it is further developed, but it will not be the last one. Organizations need their Knowledge Management system to be able to deliver answers to customers no matter what channel the customer chooses to use.
So having a Knowledge Management system with an open APIs that can adjust to the latest channel of choice is imperative. Set the foundation for success with a system that delivers answers to customers through any channel.
Brad Shaw is the CEO of livepro based in North Sydney AUS and a CCNG corporate member.
