Haptik Plans to Leverage ChatGPT and Generative AI to Benefit Enterprises

Chat_GPT_Blog

If there was ever a time to plan for the future: it is now! 

Since December 2022, ChatGPT has been trending all over the internet and with good reason. The launch of OpenAI’s new AI chatbot, based on GPT-3.5, is remarkable for its capability to answer an array of questions authentically as if it was a real human conversation.  It is trained on a large dataset of diverse texts from the internet and can be used for various tasks such as text generation, conversation simulation, and answer retrieval. In its own words: 

 

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Competing with ChatGPT, on February 6th 2023, even Google announced its experimental Conversational AI service called Bard. The main distinction between Bard and ChatGPT is that Google's service will get all of its data via the internet.

Both ChatGPT and Bard are Generative AI technologies which is a broad label that's used to describe any type of artificial intelligence (AI) that can be used to create new text, images, video, audio, code or synthetic data.

Generative AI has initiated a race in the business world, but the million-dollar question is - How can enterprises benefit from the business opportunity of ChatGPT and similar technologies?

It is important to acknowledge that the technology is still in its infancy, and for brands to leverage its true business value - huge strides in research and development are needed. 

One such area of research and development is AI-driven chatbots, itself. Today, almost every brand uses chatbots to automate customer conversations. Haptik goes one step further and helps enterprises use chatbots to provide end-to-end commerce experiences on messaging apps, increasing direct revenue. 

This blog outlines how Haptik plans to use Generative AI technologies like ChatGPT to build the most human-like chatbots for enterprises in the least time to value. 

Haptik announces plans to launch Generative AI capabilities

While ChatGPT comes with its caution, Haptik is building an array of capabilities to leverage Generative AI for enterprise needs. While announcing the launch of its four upcoming beta features, Swapan Rajdev, CTO and Co-founder of Haptik said, “I’m stoked by the potential business opportunity Generative AI brings for enterprises. At Haptik, we have already been using GPT 2 and GPT 3 to augment the bot training data for higher accuracy. ChatGPT uses GPT-3.5 and is a whole different ballgame altogether. I’m glad to announce our four upcoming beta launches that can humanize your bot, engaging free-flowing conversations with your customers without hours of manual training and effort.” 

Let’s now explore the upcoming beta features leveraging Generative AI:  

1. Situation-based answers                                                                                                                                                                      *Beta

During real life conversations, humans often react differently depending on the situation and expect those they're speaking with to respond accordingly. This is expressed through their sentiments in the conversation. Haptik can detect these emotions, and then using Generative AI  automatically customize the responses - making it a much more natural interaction and demonstrating that your business genuinely cares about them. 

2: Bot Variant Generator                                                                                                                                                                            *Beta

Have you ever interacted with a chatbot that, um.. sounded too robotic? It keeps giving the same answers like a broken tape recorder, regardless of the question asked? 

This happens mainly due to the lack of Conversation Design. Brands today, use pre-canned responses to train their chatbot; however, such responses can get repetitive after a point and result in highly rigid conversations and a broken customer experience. 

Haptik is the only platform that provides Conversation Design services that focuses on making bot conversations as free-flowing as possible and improving the user experience. With ChatGPT, Haptik, will be able to create content and add countless variations of bot responses to make sure that your customers have the best experience that encourages them to engage more with your bot instead of dropping off unsatisfied. 

3. Natural Document Answering                                                                                                                                                              *Beta

Brands today have heaps of information available about their products, services and possibly any FAQ a customer might have. The challenge is that this information is scattered across sources. It could be a document, a PDF or even a Knowledge Base. While answering any question, Haptik’s Knowledge Connectors helps you extract the key information and re-write it with ChatGPT to respond like a human. This results in the training time minimizing to days, and ensuring that your bot is updated with the latest information at all times. 

4:  Intent Enhancer                                                                                                                                                                                        *Beta

For any chatbot to perform efficiently and answer accurately, it needs to go beyond just matching FAQs with the pre-canned answers. It needs to also understand the intent behind the questions that a customer asks, so that even if the question is framed differently, the bot can still answer accordingly. Better intent training translates to higher bot accuracy. ChatGPT with Haptik can help create the training data and utterances needed to enhance intent training so that you don’t need to spend time thinking about miscellaneous scenarios coming in the future. 

Conclusion 

Haptik has always been using Generative AI language models like GPT-2 and GPT-3 to provide the best bot experiences to our customers. With the launch of GPT-3.5 and ChatGPT, we’re stoked to bring these new business use cases to life for our enterprise customers and, it will be just the beginning. We will work closely with our select customers and partners to further drive innovation using Generative AI. Stay tuned! 

For more exciting product updates like these, don’t forget to join our upcoming product launch event: HYPE, on March 15th, 4:00 pm IST.