CONTACT CENTER PIPELINE
or the past several months the technology conversation
has been dominated by the emergence of ChatGPT, first
GPT-3, then GPT-3.5, and most recently (at presstime) GPT-
4. But could it revolutionize the contact center industry?
To get a handle on ChatGPT, its implications, benefits, challeng-
es, and best practices for contact centers we had a virtual con-
versation recently with Nathan Hart, Senior Director of Technol-
ogy, Solutioning & Data Analytics, The Northridge Group.
Q: WHAT IS CHATGPT, SPECIFICALLY CHATGPT BASED
ON GPT-4, AND WHAT LED TO ITS CREATION AND
BY WHOM?
A: ChatGPT, short for Chat-based Generative Pre-trained
Transformer, is a state-of-the-art artificial intelligence
(AI)-powered natural language processing (NLP) model cre-
ated by OpenAI, a company co-founded in 2015 to advance
digital intelligence in the way it can interact with humans.
The most recent version of ChatGPT, which is based on GPT-
4 and was released in March 2023, is OpenAI’s latest and most
advanced chatbot.
Open AI has developed what is known as open domain bots
that can understand nearly any question related to the sub-
ject matter of their design – in this case conversations.
This technology equips ChatGPT to hold conversations
about almost anything without any prior programming or
configuration. It has immense promise not only for enabling
people to talk with machines but also for improving custom-
er service, providing emotional support, and revolutionizing
key processes associated with other lines of work that are
currently done solely by humans.
THE CHATGPT REVOLUTION?
FEATURE
BY BRENDAN READ, CONTACT CENTER PIPELINE
WILL, AND HOW, THIS NEW TECHNOLOGY
MODEL HELP CONTACT CENTERS?
ILLUSTRATION PROVIDED BY ADOBE IMAGES
NATHAN HART