Want a ChatGPT Support Chatbot?

ChatGPT has permanently altered how businesses and customers interact with machines.

ChatGPT is a powerful application capable of automating tasks, solving problems, and delivering highly personalized customer experiences.

Leveraging its full potential entails understanding its abilities and strategizing the best deployment for one's business.

In this blog post, we'll explore if you can use ChatGPT as a support chatbot, its limitations, and viable alternatives.

Understanding ChatGPT

OpenAI created ChatGPT, an AI chatbot.

ChatGPT uses GPT-3.5 and GPT-4, which are powerful artificial intelligence models called "large language models" (LLMs).

OpenAI trained these LLMs on a vast amount of text from the public internet.

As a result of using these LLMs, ChatGPT can understand almost any question entered into it.  ChatGPT can then generate relevant and human-like responses to the question.

ChatGPT is a form of text-based generative AI.

Key Features and Capabilities of ChatGPT as a Support Chatbot

ChatGPT has several that make it seem like a viable customer support chatbot:

• It understands almost any question.
• It can understand questions in multiple languages.
• It can seemingly provide relevant answers to any question in real time.

Why then can't all companies simply use ChatGPT for customer service? There are several reasons, which we'll explore now.

Drawbacks of ChatGPT for Customer Support

Companies can't deploy ChatGPT for customer support for these reasons:

(1) Privacy Concerns

Every question a customer asks of ChatGPT is stored by Open AI.

This could lead to privacy issues as the data is accessible for OpenAI's training purposes.

(2) Lack of Access to Proprietary Company Data

ChatGPT is trained on public data from the entire interne. It doesn't have access to proprietary company data.

Consequently, the answers it provides can be standard or general and may not apply to specific, company-related questions.

(3) Hallucination

ChatGPT has a tendency to "hallucinate" or make up answers that are factually incorrect.

This can be a significant problem, especially if your customers depend on the responses provided by the AI. Inaccurate information can lead to confusion and distrust in the system.

For example, a car dealership deployed ChatGPT on its website for customer support. ChatGPT started selling cars for $1.

Alternatives to ChatGPT for Customer Support

OpenAI has created some alternatives to counter the drawbacks of ChatGPT in the customer service function. Here are the two options:

ChatGPT Enterprise

OpenAI has created ChatGPT Enterprise for companies to make it available to their employees.

According to OpenAI, every piece of data entered into ChatGPT Enterprise will remain confidential. Moreover, OpenAI guarantees not to train its models to store any data keyed into ChatGPT Enterprise.

However, ChatGPT Enterprise still doesn't solve the limitations of company-specific knowledge and hallucinations.

Custom GPTs

GPTs are customized version of ChatGPT that enables enterprises to upload any company-specific knowledge or documents. The resulting GPT will use those documents to answer questions.

Custom GPTs are an attempt to provide relevant answers. However, GPTs still have severe limitations when used in a customer support setting:

• GPTs tend to leak company documents. Enterprises should consider any document submitted to a GPT to be public.
• OpenAI will inevitably train on all the queries and knowledge entered into the GPT.
• GPTs hallucinate. All knowledge uploaded to a GPT simply augment the knowledge of the GPT. The GPT's knowledge still includes vast amounts of data from the public Internet.

Use a Generative AI Platform like Gleen AI

A generative AI platform like Gleen AI has all the benefits that ChatGPT support chat might have. But it overcomes all the limitations of ChatGPT for customer service teams.

Similarities between Gleen AI and ChatGPT

Gleen AI shares many similarities with ChatGPT, such as:

• Gleen AI, like ChatGPT, provides a conversational AI interface, understands complex customer queries, and provides relevant answers.
• Gleen AI can also detect and respond in different languages, making it a versatile tool for global enterprises.
• Both can be configured to maintain a consistent tone and voice that align with the brand.

How Gleen AI is a Better Support Chatbot than ChatGPT & Other OpenAI Solutions

For customer support, Gleen AI is better than ChatGPT and other OpenAI solutions in many ways, despite their similarities.

Here's why:

(1) You can uploading vast amounts of proprietary knowledge to Gleen AI

Gleen AI allows for uploading wikis, product documents, community discussion boards, and resolved tickets from your help desk.

(2) Your data will be secure and private.

Gleen AI maintains the security and privacy of this knowledge. Gleen AI is in the process of obtaining its SOC 2 Type 2 attestation, the SaaS industry standard for data security and privacy.

In addition, Gleen AI possesses a security layer that prevents hackers from exposing all proprietary knowledge.

(3) Gleen AI generates relevant responses using proprietary knowledge

Gleen AI uses the proprietary knowledge base to provide highly relevant answers to the queries asked.

(4) No Hallucination

Gleen AI doesn't 'hallucinate'; it provides answers strictly based on the knowledge provided.

Here's a video of Gleen AI not hallucinating, but a GPT hallucinating.

(5) Integration with Multiple Support Channels

Unlike ChatGPT, Gleen AI enhances customer support by integrating with various channels like live chat on your website, Slack, Discord, SMS, and email.

(6) Integration with Help Desk

Gleen AI can integrated with your help desk system. It simplifies the process of transferring to live agents during the day and emailing at night.

(7) Integration with Other Enterprise Systems

You can integrate Gleen Action Bots with your enterprise systems, such as your CRM and order management system.

Action Bots enable customers to self-serve, making your customer service team more efficient.

(8) Personalization

Gleen AI can personalize interactions based on CRM data, improving the customer service experience.

Conclusion

OpenAI's ChatGPT is a powerful AI chatbot that has transformed how we interact with machines.

However, it does have limitations, such as privacy issues, the inability to access proprietary company data, and a propensity to "hallucinate" or fabricate answers.

While alternatives like ChatGPT Enterprise and Custom GPTs exist, they grapple with data security and company-specific relevance. Most importantly, both ChatGPT Enterprise and GPTs still hallucinate.

By turning to Gleen AI, enterprises can obtain all the benefits of ChatGPT and avoid all its drawbacks.

Gleen AI is the generative AI that ingests an unlimited amount of proprietary data. It keeps your secure and private.  And it doesn't hallucinate.

Request a demo of Gleen AI, or create your own free generative AI with Gleen AI.