The recent news of the launch of ChatGPT, a natural language processing plugin, has raised both excitement and concerns in equal measure. It is being touted as a revolutionary way of understanding how humans communicate and mastering natural language processing. It raises the potential to help user experience, automate conversations, and increase engagement. However, the introduction of ChatGPT has also brought up familiar issues of dystopian dread as it has the potential to uproot the workforce and create power vacuums where corporations can automate conversations with customers and save on labor cost.
ChatGPT stands for ‘Chat-Generated Personality Transference’ and works on the principles of natural language processing to understand what we type and respond to it with intelligent conversation. Furthermore, ChatGPT can be used to collect data from the conversations, thereby potentially allowing companies to extract customer information and create custom interactions. This could be a game-changer for customer outreach and engagement.
Another area where ChatGPT is likely to have a far-reaching impact is in automation. The automation of conversation can potentially save time and cut costs for companies, as they don’t have to hire representatives who will have to always be available to answer customer queries. This means less jobs in the customer service and outreach sectors, and possibly more offshoring of customer service positions.
This has led to the feeling of dystopian dread among some, as the introduction of ChatGPT raises a lot of questions, such as what impact will it have on jobs and labor costs? How will companies use and protect the data they get from using ChatGPT? What will happen to customer experience and personal interactions?
Questions such as these are important to consider as ChatGPT is slowly but surely being implemented in the market. Although it’s clear that it has the potential to redefine conversation and automate customer experiences, there is a need for transparency in implementing it, with the necessary checks and balances in place, so as to prevent against misuse and abuse of the technology. Otherwise, it could end up becoming something that harms more than it helps.
