The act of having a natural conversation with a machine was depicted in numerous science-fiction books and movies, but it wasn’t until three months ago that it became (close to) a reality. Back in June this year, OpenAI released beta access
to its latest large-scale natural language model called GPT-3. The new model represents a major breakthrough
in the way a machine can understand human language and it took most of the AI community by surprise.
In this article
I will talk about natural language models in AI, what is GPT-3 and how it has been used so far. I will also discuss its future impact on customer experience and customer support teams.
I won’t be referring to the “Agents will be replaced by AI” hype, which is a bluff, neither the artificial general intelligence
topics. If you believe in those things, you’ll probably be disappointed by this article. However, I will discuss some real-world, exciting but practical applications
that could help support teams be more productive and get better at helping their customers.
I believe that the development of better and more accessible technologies will continue the democratization of AI
, which will soon become a commodity available to teams of all shapes and sizes.