Will your organisation be ChatGPT ready?

Getting ahead with ChatGPT

Of course, we’d all like to know which human activities will be replaced and how soon that is going to happen. The recurring suggestion is that anything that doesn’t require sensitive human interaction could be at risk.?Architects, copywriters, lawyers, customer service agents…but nobody knows for certain and only time will tell.

The consistent theme of these articles is to try to understand ChatGPT in its current form and imagine it using all of the knowledge it has assimilated from the internet to undertake these tasks. Whilst this is clearly a critical component, there is one other thing that these articles overlook…

What about you?

What happens when you focus this type of generative AI on your own organisation? When you enable it to analyse all your customer interactions, products and solutions, your processes and outcomes.

What happens when it can combine its logic and understanding of the world with a deep knowledge of your organisation?

Will some roles become obsolete? Perhaps. But what we do know for certain is that those who adopt it quickly and effectively will race ahead of their competitors.

It's not hard to see how a call centre that answers every call on the first ring and resolves every customer’s issue in the fastest and most effective way possible will have customers clambering for more. Even more so, if its costs and therefore its prices drop.

Preparation is key

The launch of Microsoft Dynamics 365 Copilot is a world first and already the first step towards interactive, AI powered assistants, across multiple business functions, including call centre operations. It demonstrates the rate of change we are already seeing.

So how do you prepare yourself to take advantage?

The first thing to consider is what form will it take? It’s hard not to notice that Microsoft is a big backer of ChatGPT and is incorporating the same tech into Bing even as you read this blog.

It’s also not a big leap to imagine that business customers of Microsoft technologies will soon be able to pay a subscription to take advantage of a personalised version. Presumably other competitors will be racing to create alternative options as well.

Either way, the key point to note in my view, is that those organisations that have their data prepared and ready for analysis will reap the biggest rewards. Eg. If you have 5 years of customer calls recorded, categorised and evaluated, you’re going to provide a much richer information set for analysis and that will mean real world returns, much faster.

It brings sharp focus to one of the big-ticket items on every organisation’s to-do list: you need to structure and manage your data so that it best represents your customer, products, processes, and people. It’s not a new concept, but it has just become even more important.

Survive or thrive?

For me it’s clear, those organisations who can connect data sources, find new data sources, eliminate silo’s and generate meaningful insights are going to reap the biggest benefits. What was previously a route to competitive advantage may become a means of survival in these uncertain times.

Microsoft is the only organisation with a single solution stack that offers collaboration tools with Teams and Microsoft 365, business applications with Dynamics 365 and the full cloud platform capability with Azure. And of course, all of this data can be analysed and distributed via Microsoft’s Power Platform.

Don’t worry if you’re thinking your current infrastructure is too large to rip and replace to take advantage of this, Microsoft technologies can also integrate and enhance your business insights by essentially creating a platform layer for your visibility and to create a more connected and measurable environment for your company enhance productivity, evolve and grow further from.

With so much uncertainty it is great to see Microsoft customers will have an advantage when the changes land......I'm wondering what action could you take to make sure your business is one reaping the rewards and not looking back wishing you’d been more prepared??In the words of Jeff Olson “It’s never too late to start.?It’s always too late to wait.”

#ChatGPT #microsoft #data #leadership