ChatGPT helped me write this article..

The new ChatGPT AI-powered chatbot is the latest sensation in the world of technology, reaching 1M users within five days of being launched in November 2022.

This rate of adoption dwarfs previous major breakthroughs. For instance:

·????????Twitter took 2 years to get to a million users

·????????Facebook took 10 months

·????????Spotify 5 months, and

·????????Apple’s iPhone just 2.

And its impact is extending far and wide.

For instance, the Guardian newspaper in the UK was quick to opine darkly on the potential risks for jobs and society. And Google has declared a code red, as it frets that ChatGPT’s superior user interface could make a lengthy list of hyperlinks seem an outdated way of answering questions.

So, what is ChatGPT?

To find the answer, we decided to ask the bot itself. Here is what it said.

ChatGPT: “I am a language model AI trained by OpenAI. My primary function is to assist users in generating human-like text based on the input provided to me. I am not a physical entity and exist only in a virtual space. I have access to a vast amount of information and can use this information to help answer questions, provide explanations, and have conversations with users. Is there anything else you would like to know?”

Well, lots, now you ask.

For instance, “Um, how does your technology work?”

ChatGPT: “As a language model, I use machine learning techniques to process and generate text. I have been trained on a dataset of billions of words, which has allowed me to learn the patterns and structures of language. When I receive an input, I use this knowledge to generate a response that is coherent and flows naturally.

The specific technical details of how I work are complex and beyond the scope of a general explanation, but in broad terms, my processing involves analyzing the input I receive and using it to make predictions about what words or phrases are most likely to come next. I then use these predictions to generate the final output, which is a text that is coherent and makes sense in the context of the input and the conversation”.

We thought that this was an interesting, if mysterious, explanation, so we followed up by requesting it to “give a fresh answer in language a ten-year-old would understand”. ?(We can be terribly modest).

Answer: “CHATGPT is like a computer program that can write messages and hold conversations with people. It is really good at writing things that sound like what a human would say and can be used to make chatbots that talk to people online. These chatbots can help people get answers to questions or do things like book tickets or make appointments. Chatbots are becoming more popular because they can help people get things done faster and more easily.”

Now we were seriously impressed. It seemed a million miles away from the basic chatbots that energy suppliers around the world are using in their customer services departments today.

Which, inevitably, made us wonder….

In what ways will AI change the way that energy suppliers communicate with their customers?

So, of course, we asked ChatGPT this too.

Specifically, we asked for a list of six changes, as we happen to like lists.

ChatGPT: Here are six ways that AI chatbots could transform customer service operations:

1. Improved efficiency: AI chatbots can handle large volumes of customer inquiries quickly and accurately, freeing up human customer service staff to focus on more complex issues.

2. Enhanced convenience: Customers can easily get assistance by sending a message through a chatbot interface, which can be more convenient than having to navigate through a company's website or wait on hold for a customer service representative.

3. Personalized service: Some chatbots use machine learning techniques to analyze customer behavior and preferences, allowing them to provide personalized recommendations and assistance.

4. 24/7 availability: Chatbots can operate around the clock, providing customers with access to assistance at any time.

5. Cost savings: By automating routine tasks and handling simple inquiries, chatbots can help businesses to reduce their customer service costs.

6. Improved customer satisfaction: By providing quick and accurate assistance, chatbots can improve the overall customer experience and increase satisfaction.

Lots of positives there then. But surely, it cannot all be plain sailing.

So, what are the risks?

ChatGPT again: There are several risks to consider when using AI in the context of energy supplier-customer communication. Some of these risks include:

Data privacy: The use of AI in customer communication requires the collection and analysis of customer data. This raises concerns about data privacy and the potential for customer data to be mishandled or misused. Energy suppliers need to ensure that they have appropriate safeguards in place to protect customer data and maintain their trust.

Bias: AI systems can sometimes exhibit bias in their decision-making processes, particularly if they are trained on biased data. This could lead to unfair treatment of certain customers, such as those belonging to certain demographic groups. Energy suppliers need to be aware of this risk and take steps to minimize bias in their AI systems.

Dependence: If energy suppliers rely too heavily on AI for customer communication, they may become overly dependent on the technology and unprepared to handle situations where it is unavailable or fails. This could lead to disruptions in service and negative impacts on the customer experience.

Miscommunication: AI systems can sometimes struggle to understand or interpret complex or unusual requests, which could lead to miscommunication or misunderstandings with customers. Energy suppliers need to be aware of this risk and ensure that their AI systems are able to handle a wide range of customer inquiries effectively.

Overall, it is important for energy suppliers to carefully consider these risks when using AI in customer communication and take steps to mitigate them.

Truth is, we are a bit dazzled. And we think you should be too.

The speed at which AI chat technology is developing will have all sorts of implications for the way that energy suppliers deal with their customers. And customer service operations will be profoundly affected.

But we thought we ought to leave the last word to #chatgpt.

So, we asked it to write a limerick to summarise the impact that advanced AI bots could have on customer services.

ChatGPT:

There once was a chatbot named AI

Whose customer service was top-notch, oh my!

With natural language skills,

It handled all kinds of bills,

And customers found it hard to say goodbye!

#LCPDelta's New Energy Business Models Service team are constantly monitoring developments in the AI space, as part of our ongoing technology horizon review.

If you would like to find out more about how AI will impact the energy industry, and still prefer to discuss the matter with a human being rather than a bot, please contact us at [email protected] or [email protected].