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ChatGPT and its Influence Within the BPO Industry



In a continuous effort to reduce the amount of tedious work, the emergence of AI technology has done wonders in the realm of customer service. More businesses are adopting chatbots to socialize with consumers and answer queries at a quicker pace. Positive reviews and praise for the advanced tools have become the latest buzzword.

However, one of the most promising pieces of tech to rise in recent weeks is ChatGPT. This innovative platform has been making the rounds across different business sectors and applying applicable services in marketing, sales, and content production.


As ChatGPT continues to grow as a reputable solution to the service industry, one can only wonder what that means for the BPO industry. This article will discuss the AI platform and its improvements and limitations within the outsourcing sector.


What is ChatGPT?


Developed by OpenAI, ChatGPT is a revolutionary AI platform that uses natural learning processing (NLP) technology to generate bots to talk with humans conversationally.

ChatGPT can extract text to generate responses that mimic the average user. Language models like Generative Pretrained Transformer (GPT) execute machine learning through a tremendous amount of data collected from books, articles, and various written works to teach the program basic patterns and structures of the human language.

The user experience has always been a general responsibility for most customer service positions, so the rapid speed at which this chatbot adapts to real-time conversations is astounding to most businesses. As more companies integrate Chat GPT into their systems, the program continues to learn user inputs to replicate human-like outputs.


What are the Capabilities of ChatGPT?


In stabilizing the language model to perform with pinpoint accuracy and efficient performance, several business sectors have been using the technology in different service areas beneficial to their practice.

Customer service is a broad term covering a wide range of responsibilities, so here are a few specific tasks that ChatGPT can self-manage.


Content Generator


Using the available articles and blog posts published online, ChatGPT is capable of creating similar content within minutes. By giving the digital assistant as much information about the content and the desired keywords, the AI can cut down hours of drafting and brainstorming by delivering fully constructed articles from scratch.

Currently, the technology is not exact enough for the generated article to declutter awkward phrasing that carries a robotic tone. Human writers and editors are on standby to review AI-generated pieces to meet SEO blog standards.

With increased production speed and the ability to be transformative through different user inputs, ChatGPT can deliver an estimated quality of blog and article content that satisfies the client after a quick review and refinement.


Chatbot


Companies lacking a customer service rep will struggle against a backlog of unanswered queries from people who have questions or concerns about a product or service. Internet access and the support pages of multiple websites have made the process even more overwhelming when the flock of queries overpowers the number of staff members.

With ChatGPT, AI can be programmed within the website to engage visiting users. Consumers with questions or concerns can address the chatbot for easy answers and navigation shortcuts to the desired forums or webpage.

The overall design as a customer assistant helps the company image by improving the user experience and generating real-time responses to minimize consumer frustration.


Personal Assistant


Apart from customer needs, ChatGPT can also accommodate personal needs too. AI technology works by a response or command from a human, and with the right tweaks and adjustments, it is possible to transform the bot into a virtual assistant for your everyday tasks.

Customizing the conversational interface to your personal preferences can allow ChatGPT to mimic voice assistant features and translate any body of text into different languages. If you collaborate with offshore BPO providers, AI makes communication easier with foreign partners.

ChatGPT can also generate reports and statistics on any needed subject with the correct inputs. You can diminish the time it takes for research and have factual evidence pulled up within seconds.


What are the Limitations of ChatGPT?


Despite all the recent praise for the technological advancements surrounding ChatGPT, some limitations keep it from perfection. Addressed by the CEO of OpenAI, Sam Altman can attest to the few errors and limits found within ChatGPT.


Limited Knowledge


When a company starts using ChatGPT, it is impressed by the abundance of information it carries within its data system. However, after a few years pass, AI limitations will start showing themselves through the knowledge it presents.

During the training process, ChatGPT was only fed data reaching 2021 and could only respond with past information and sources. Asking the program for current events or an update on the latest statistics will lead to articles that never surpass its original training year.

BPO companies still have the advantage of keeping relevance with consumers and delivering quality services and products based on current trends and algorithms. Unless the bot undergoes software updates, its knowledge can only remain as reliable as a reference.


Plausibility Over Accuracy


The advancement of ChatGPT’s speech-learning capability impresses consumers with how well it can replicate the feeling of talking with another human being. The responses can sometimes be awkward without the help of their editor or supervisor but exact enough to generate semi-realistic content.

Yet, the problem lies when AI does not generate responses out of thin air but delivers an existing output that sounds plausible to the prompted question or query. Do not expect critical thinking from ChatGPT since it will register confusion with multi-tier questions or queries requiring in-depth problem-solving skills.


The BPO industry can accommodate any client with specific requests and preferences for their business practices. There is little confusion with the process, with the workforce delivering what the consumer demands.


Conclusion


Conversational AI is not a new concept, but the rise of ChatGPT has shined a spotlight on the technology and the current state of its evolution. Even as it continues to process and learn, the program’s many implications are improving performance throughout businesses and society.

ChatGPT has taken over BPO services in some areas, but the dependence on the industry still is strong with consumers and entrepreneurs. For better or worse, this revolutionary breakthrough will alter business process outsourcing as we know it.


Sources:


https://www.forbes.com/sites/forbesbusinesscouncil/2023/02/15/will-ai-disrupt-the-global-business-process-outsourcing-real-estate-market/?sh=22de300b5c56

https://www.researchgate.net/publication/368662952_A_Review_of_ChatGPT_AI%27s_Impact_on_Several_Business_Sectors

https://www.ibm.com/topics/natural-language-processing

https://semiengineering.com/limiting-what-ai-systems-can-do/


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