
Is your brand ready for generative AI? Here’s how CX leaders can prepare
Business leaders wrapping their heads around the impressive capabilities of ChatGPT are still wondering how LLMs can impact customer service.
“ChatGPT represents an urgent strategic priority for us right now." I’ve gotten dozens of messages like this in the past seven days.
Why? Well, just last Wednesday, the time it takes to summarize a meeting, write a press release, code a script, or do literally thousands of other tasks plummeted from many hours to a handful of seconds. With the release of ChatGPT, the type and amount of work humans are expected to perform has fundamentally changed, transforming the world of business along with it.
First, some background. ChatGPT is a conversational application built on top of one of OpenAI’s large language models, GPT-3.5. ChatGPT demonstrates just how impactful applications built on top of large language models (LLMs) can be. As a result, the profound implications that LLMs have for businesses, particularly within the customer service domain, is becoming more and more evident.
Imagine a future where the cost of assigning every one of your individual customers a dedicated support person is essentially zero. Where a trusted member of your team is available every moment, in every channel, in every language to resolve any question the customer asks. What would be the impact to your business of offering this kind of VIP experience to every customer? How would speaking with every one of your customers every day impact how you make decisions? And how would being this available to your customers change the way you think about your competitive landscape?
This future is now much closer than you think because of applications that leverage LLMs. So if you’re not already figuring out what LLMs mean for your business, you’re likely behind.
Here’s what you can do immediately:
Expect a lot of noise and hype as you craft your long term strategy. To cut through the noise as you lead your organization through this period of change, look to these four guiding principles to ensure you’re using LLM applications in a way that’s actually impactful to your business:
While these principles apply to all domains, your business will need a version of an LLM that is specialized for your domain and customer base. At Ada, we’re focused on empowering businesses to automatically resolve customer service inquiries across all channels and languages with the least amount of effort. Over the last 6 years, companies have automated billions of customer service interactions using Ada. More than a year ago, we started applying LLMs in service of our mission. Our customers are using LLMs in production with Ada today and our teams are more focused than ever on ensuring that the customer service conversations we automatically resolve are truthful, explainable, safe and, most importantly, drive continuous improvement.
Mike Murchison is CEO of Ada, a proud University of Toronto graduate, marathon runner, and Raptors fan. Recognized by Forbes 30 Under 30 and EY’s Entrepreneur of the Year program, Mike is also a Fellow at Creative Destruction Lab and volunteer for VentureKids, a program for Canada’s underserved youth.
Business leaders wrapping their heads around the impressive capabilities of ChatGPT are still wondering how LLMs can impact customer service.
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