GPT is everywhere these days. But can you also use the technology for business messaging? Definitely! We show you the advantages and opportunities, and how to integrate GPT in WhatsApp and other messaging apps.
GPT, GPT-3, ChatGPT and now even GPT-4: The AI technology seems to be everywhere these days! And while it's fun to play around with it, ask it for recipies, and have it write creative poems about your pets: is there also a business use case for the technology? Given that GPT is a conversational technology, it seems that there should be useful ways for businesses to combine GPT with WhatsApp and other messaging apps. And there are!
In the following, we take a closer look at the possibilities, risks, and some interesting use cases for (Chat)GPT with conversational messaging.
Short recap: What is GPT?
GPT is short for Generative Pre-training Transformer. Simply put, it's a language model that uses artificial intelligence (AI) to complete tasks in text form. The most famous models were developed by OpenAI. Throughout the years, there have been several GPT versions (GPT-1, GPT-2, GPT-3...), that were already considered pretty advanced by the tech community. However, it was only with the release of ChatGPT in 2022 that the general public became aware (and excited) about the technology.
ChatGPT was the first GPT model that users could interact with easily using only natural language (a.k.a. type in "give me a quick pasta recipe" and be all set for dinner) as opposed to having to use programming languages, which was the case with previous models. That's what suddenly made GPT accessible to everyone. "ChatGPT puts the power of AI in everyone’s hand", says Fréderic Godin, Head of AI at Sinch Engage. The result: we started seeing everyone and their grandmother playing around with the conversational technology.
- Write me a 200-word essay on London.
- Sum up this Wikipedia article for a fourth grader.
- Come up with a funny poem about my dog.
- Set up an e-mail to cancel my streaming service.
- ...
These are just a few examples of the many experiments with ChatGPT that we all have seen, and probably even tried ourselves. Where some people still used to be hesitant to interact with voice and chatbots, ChatGPT has completely changed this. Users now think that Conversational AI is cool and fun.
And that's also when businesses started paying attention. Is there a way to integrate GPT into the customer communication, into internal processes, and especially into already existing conversational technologies, such as chatbots, voice bots and messaging apps? Yes, there is! Even though there are some risks you should be aware of, GPT definitely has some exciting opportunities for businesses.
For more detailed information, read on, or check out our GPT webinar! Our AI expert, Fréderic Godin, Head of AI at Sinch Engage, takes you through the history of GPT and shows you how you can leverage the technology for your business.
How to integrate GPT into WhatsApp and other conversational messaging apps
Clearly, (Chat)GPT is a conversational technology. It therefore makes sense to combine it with other conversational tools, such as chatbots and messaging apps. There are actually several promising use cases for combining GPT with WhatsApp and other messenger apps, and chatbots.
24/7 availability
Your business most likely doesn't run for 24 hours, seven days a week. However, your customers expect service around the clock. In other words, if you're not available for your customers 24/7, they'll just go to a competitor that is. Chatbots, of course, are a great way for companies to ensure 24/7 availability for their customers. But, are your chatbots engaging? And, do they give satisfying answers that'll make your customers come back to the chat?
That's where GPT comes in as a more conversational version of your current chatbots! It's even possible to integrate GPT technology into chatbots on messaging apps like WhatsApp. So for instance, when somebody gets into your WhatsApp chat, you can have (Chat)GPT answer some questions and interact with the user when you're not there.
This ensures not only that your customers will always get an answer, but also, an engaging response.
Important: let your users know that they're interacting with ChatGPT, so they know what to expect.
Enhance customer service responses
Of course, there are also more nuanced ways to improve the interaction between your company and your customers through GPT. With special integrations, your customer service agents can run a very simple response through a "GPT enhancer", and make it friendlier and more engaging. This cuts down answering times for your agents, ensures a richer user experience, and it also saves you the tiring feedback process of having to go through your agents' responses and improve them for future interactions because GPT already did that for you.
Our conversational messaging platform Sinch Engage offers this option as part of our live agent system. It's very intuitive to use, and generates responses in seconds.
In addition, with Sinch Engage you'll also be able to use a summarizing feature. With this, the GPT integration can help sum up converations between agents and customers. This means: No more typing up notes or transcribing conversations after you've helped a customer, but still having all the important information.
Improve marketing messages
Another way to use GPT in WhatsApp and other messaging apps is to help you create marketing messages. With a GPT integration, the AI can help your marketing team gather ideas faster and sharpen their copy.
It'll help you get push notifications, newsletters, and marketing campaigns out faster. For example, you could just feed the AI with a few key sentences around a Valentine's Day campaign, and a few seconds later, you have a fun message ready to go!
With the GPT integration, it's also possible to work with different languages, include the use of emojis, and also adjust the tone of voice (formal, informal, etc.). You can use the functionality with any free form messaging app in Sinch Engage, like Telegram for example.
Build better bots
If you're working with more advanced AI bots that use natural language processing and conversation design, GPT can also be of great use. Think of how many hours your conversation designers have to spend on coming up with different expressions to train the NLP model. It's probably too many. Well, just use GPT technology as an assisting tool, and ask it to come up with expressions. It'll save you time, give your designers new ideas, and help you improve your chatbots as well.
Try out Sinch Engage for free, and get free access to GPT!
Advantages and risks for businesses
Of course, GPT is not a solution for everything, but the technology definitely offers some interesting use cases for businesses. It can:
- help with research
- make information within your company more accessibly
- do translations
- write and improve code
- gather ideas
- support content creation
- automate interactions with customers
It's also important to point out that using GPT in your business also carries some risks. As OpenAI admits, even with the latest GPT-4 model, there are still some social prejudices, issues with incorrect information, and privacy concerns. In a business context, you should also consider that:
- OpenAI is an open software, so if you integrate it in your business, data protection is not guaranteed.
- GPT doesn't tell you the source of its information, so there could be issues with copyright infringements
- GPT makes a (very) educated guess as to what the best response to your question is. However, there's no guarantee that the answer is correct, which can certainly be an issue in customer communication.
💡 Reading tip: Can, and should you use ChatGPT for your business?
How to try GPT for free
As you can see, there are some interesting business use cases for GPT, especially if you combine them with other conversational technologies like chatbots or messenger apps. Not surprisingly, OpenAI has started to test its latest technology with some select businesses, and is starting to monetize the technology.
The latest GPT-4 version, for instance, is only available through the API (but there's a waitlist, and if you're not a developer, this is not that easy to implement), or if you sign up for a monthly subscription to get the upgrade.
However, we offer you another option: try our platform Sinch Engage for free! This doesn't only give you access to professional messaging interfaces, such as the WhatsApp Business Platform, Facebook Messenger, Instagram Direct, Viber, Apple Messages for Business, and Telegram; it also comes with GPT integrations. So you can try out the technology, and see for yourself, how your business could best use GPT in WhatsApp and other messaging apps.
Try out Sinch Engage for free, and get free access to GPT!
