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In recent years conversational AI has transformed the way businesses interact with their customers. Chatbots and virtual assistants have become increasingly popular, offering 24/7 support and personalized interactions. However, the recent emergence of Generative AI, most widely recognised in the release of ChatGPT-3 based on a Large Language Model (LLM), is set to take conversational AI to the next level. In this blog, we’ll explore the significance of ChatGPT and how it represents a new era in conversational AI.

What is ChatGPT?

ChatGPT-3 is the fastest growing app ever, reaching 100 million users just two months after its launch in November 2022, beating apps such as TikTok, which took nine months to reach that milestone and Instagram which took 30 months. ChatGPT is a Generative AI model developed by OpenAI and uses machine learning algorithms to generate human-like text based on input prompts. Unlike traditional conversational AI models, which rely on pre-defined rules and decision trees, ChatGPT can generate responses in a more natural and engaging way. This allows it to provide more personalized support to customers and to improve their overall experience.

The significance of ChatGPT in Conversational AI

ChatGPT is advancing at a fast rate having just released the latest version this week (ChatGPT-4), enabling it to generate content based on both text and image prompts. ChatGPT’s ability to generate natural language responses is a game-changer in the world of conversational AI. It can answer queries in 95 languages in a human-like conversational style, learning from your responses as it goes. ChatGPT allows chatbots and virtual assistants to provide more engaging interactions with customers, leading to higher levels of satisfaction and loyalty. ChatGPT includes a certain amount of reasoning and can hold a ‘conversation’ with context in a natural and ‘human-like’ way. While this is fantastic from a CX perspective, there are limitations as the base model will not understand data and logic which is specific to an organisation’s product and services.  However, in the weeks and months ahead this will undoubtedly change. Understanding the customer input with its ‘reasoning’ can open up opportunities for delivering better CX.  For example, asking ChatGPT to rework an existing FAQ to answer a customer-specific.

Additionally, ChatGPT can provide benefits from an advisor or agent’s perspective. For example, a customer interaction can be summarized and added to the customer notes automatically.

Limitations of ChatGPT

There has been a lot of hype around ChatGPT, however it is possible that expectations of ChatGPT and its capabilities have been inflated to some extent, particularly as it is a relatively new technology. While ChatGPT has shown great promise in generating natural language responses and providing personalized support, it is not a perfect solution and may have limitations in certain contexts. It may struggle to understand complex or ambiguous requests, and it may generate responses that are inconsistent with the customer’s intent. Other limitations to be aware of are the fact that it may occasionally generate incorrect information or produce biased content and has limited knowledge of the world after 2021. As highlighted earlier, a lack of understanding of an organsaiation’s specific data and processes inhibits (yet) the widespread adoption in the customer service arena. However, this is rapidly changing.

The Future of Conversational AI with ChatGPT

ChatGPT represents a new era in generative AI, and new LLMs are coming on stream, opening up this technology to be fully integrated within conversational AI for customer experience.  Combining LLMs (ChatGPT and others) into a low-code Conversational AI platform will be key, ChatGPT and LLMs on their own are not the answer.

A Conversational AI platform will provide the ability to incorporate organisational specific processes and data with the power of an LLM like ChatGPT. ChatGPT and its advanced machine-learning algorithms allow it to continually improve and adapt to new input prompts. Combining this with a Conversational AI platform means that businesses can provide more sophisticated support to their customers and deliver better overall experiences. ChatGPT’s integration with other AI technologies, such as voice recognition and sentiment analysis, can lead to even more personalized and efficient customer support.

Undoubtedly, the emergence of ChatGPT is transforming the way we think about Conversational AI. It’s ability to generate natural language responses, provide personalized support, and offer 24/7 assistance make it a valuable addition to any customer service strategy. Clearly, it currently has limitations, but its potential to improve customer experiences and drive business growth cannot be ignored. We are not at a point yet where businesses can fully leverage ChatGPT for customer support. However, enterprises need to start exploring how ChatGPT combined with technologies focused on conversational AI technologies can be integrated into their customer service strategies to improve customer satisfaction and drive business growth. Forward thinking businesses have already started investigating how they can integrate ChatGPT into their businesses (see clip from Merijn te Booij at Genesys below). The new era of conversational AI is most definitely here and ChatGPT is leading the charge.


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