ChatGPT, a language model developed by Open AI, has taken the world by storm through its amazing capability to generate human-like text answers to almost all kinds of queries. Only being launched in late November 2022, it has already recorded more than 100 million monthly active users in Jan 2023, making it the fastest growing consumer application reaching the milestone.
People are using the tool in all walks of life. Debugging, MBA exams and even court rulings. Adding to that, another unprecedented but valuable application of the technology will be integrating it into the ServiceNow platform.
ChatGPT and its applications in ServiceNow
Similar to ChatGPT, the Virtual Agent feature of ServiceNow is also powered by artificial intelligence. Despite being able to handle high volume of customer queries simultaneously, reduce costs and shorten wait times, it is often blamed for its limited understanding of user requests, leading to customer frustration.
ChatGPT, instead, is designed to understand and respond to natural language input in a wide range of contexts through training on a vast amount of diverse text data, making it a significant addition to the ServiceNow chatbot function.
Integrating the language model into ServiceNow’s Virtual Agent will upgrade the Agent’s standard advantages to understand and respond to a wider range of requests, not limited to the ones it has been programmed for.
The fact that ChatGPT was built with a combination of Machine Learning and Natural Processing Language also means that it can learn from customer interactions and improve its responses over time. According to your business needs, you can tailor and teach the tool to understand specific industry terminology, leading to a specialised version of Virtual Agent, providing a more personalised customer experience.
After ChatGPT achieved great success, tech giants Google and Microsoft have decided to join the race by deploying artificial intelligence technologies into their search engines, so that more advanced answers can be provided to users while they're searching.
Likewise, ChatGPT can be a powerful addition to the Knowledge Management system hosted by ServiceNow. With the help of the model's ability to understand and give natural language responses, it will be able to give more detailed results instead of just links, and even chat with its users to better customise their queries.
The AI-supported interactions will benefit your business by producing search results that fit exactly what your customers or employees have in mind, solving their problems and enhancing user experience, without them paying the effort and time to look for the right word or question.
Limitations of ChatGPT
The model requires significant computational resources to run, which can be a cost concern for some organisations, particularly when they already have a working model and hence may not think it is worth spending extra on a small upgrade.
Also, with the technology being released only 2 months ago, the lack of understanding among users and IT teams can make implementation and maintenance difficult e.g., training data not properly curated, which may cause risks of bias or inaccuracies.
Future of ChatGPT
There is no doubt that the AI phenomenon will grow exponentially in the near future, especially with competitors entering the market and the technology behind advancing. Unifii will keep our eyes on it and continue to discover any possibilities of integration that can create value for our clients.
Want to learn more about ServiceNow and how the Unifii team apply latest technologies to bring the best out of the tool for your business? Get in touch and book a strategy session with us!
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