25th of May 2023

Background

ChatGPT is a chatbot built on top of a large language model (LLM). This model combines an incredible amount and variety of data, making ChatGPT e.g., strong in combining different fields such as writing a shopping list, a poem, or having long human-like dialogues. Furthermore, it has specialized features such as being able to write programmer code.

ChatGPT is owned by OpenAI. OpenAI CEO warns that ChatGPT writes plausible-sounding but incorrect or nonsensical answers. ChatGPT generates text based on user input and the data the LLM has been trained on. Text generators have been used for a while, for example, suggesting the next word when texting via SMS, inside the Google Search bar, etc. One could write a long text by continuously selecting the next word, yet, most people constructing longer text in this way, as ChatGPT does, consider this to be something new. Some people have started using ChatGPT instead of Googling. Unlike Google Search, where one gets five links with different approaches, some summarization, and one must decide what information is the most accurate, and interesting, ChatGPT makes this choice for us. It presents concrete information directly, and naturally, like a human would – it may not always be accurate and interesting, etc. Yet, this fluency in conversations makes communicating with ChatGPT more pleasant.

However, as users, correctness is a crucial aspect when searching for an answer. Correctness can be easy to determine for a machine when it is about adding two numbers, harder when the questions are about evaluating eg., strategy, and hardest when the issue at hand combines subjective and concrete information. The reality is that the machine can sometimes be incorrect – but in that case, how should you know if you are the one asking the question? 😊.

SupWiz Chatbot uses the same kind of technology approach as ChatGPT, based on LLM, etc., but is a tool optimized to give correct answers for a specific company. This means giving the company control over what is answered, insight into the users, easily integrating into existing systems, in a professional setup with version control, audit logging, an easy way of examining why the chatbot answers a certain way and changing that behavior, etc.

All of the abovementioned features are often basic requirements for large organizations but are not part of the toolkit of ChatGPT. In that sense, one could argue that SupWiz (and other tools built for large organizations) are the very opposite of ChatGPT to some extent. Nevertheless, it is easy to use ChatGPT inside SupWiz.

Let’s look at different aspects for a more detailed overview of the different approaches between SupWiz and ChatGPT. Moving forward, we will call a person talking to the chatbot a user, and the one maintaining the chatbot an agent.

Optimized to a specific company: SupWiz tool has as a basic understanding a general LM, but that is only the bottom in the multi-layer of hierarchical understanding. SupWiz AI model is trained on selected information from the company (webpage, knowledge articles, emails, etc.), interactions with users and agents, and becoming clever from the information and actions within a company.

In opposition, ChatGPT has limited customization possibilities and suffers from generic solution limitations. Generic solutions to find information, like Google, or in this case, ChatGPT tend to work great for general inquiries but often fall short when fetching relevant information for specific domains e.g., a homepage, intranet, etc. That is why companies often use a lot of work associating keywords to their homepage, knowledge bases, etc. hoping users will guess the right keyword to make the search engine respond with the relevant information. In this sense, although ChatGPT provides information more smoothly, it does not constitute an improvement in a tool to find the right information.

Answers: SupWiz allows organizations to maintain maximum control of the answers given by the bot. For instance, inside SupWiz Chatbot building platform, an agent may write answers while another approves them. Furthermore, as mentioned earlier, SupWiz custom AI uses historical company data to match the user’s question and find the most relevant answer among the answers built in. This way, the company fully controls what the chatbot says, and gets standardized answers, classification for statistics, etc.

On the other hand, ChatGPT bases its responses on the user input and its generic LM, generating its text, which might lead to inaccurate answers. With that in mind, SupWiz makes it possible to combine both approaches, providing smooth answers while at the same time minimizing the risk of presenting incorrect or generic information.

Wrong answers: While adding a new response to a SupWiz Chatbot, one can see the expected behavior before the answer is published. Will the bot find the newly created answers when it should? If not, SupWiz shows its reasoning in several steps, each clickable, so it is easy to adjust where the chatbot makes a wrong decision. When the answer is correct one can save dialogues to test. All saved conversations will be tested before a version of the chatbot is released. This set of features ensures updates on the chatbot don’t negatively impact previous answers, making it easier to create chatbots covering many topics. In general, SupWiz has tools to ensure correct responses, allowing users to identify problems and proactively make changes.

ChatGPT does not come with such tools, making it primarily a “black box” text generator.

Smooth dialogue versus correct answers: In some cases, a chatbot might need additional information to determine the best answer to a user’s question. For example, if a user says: “I have log-in problems”, but the user could be referring to one of several systems. Therefore, a SupWiz Chatbot would ask: “Is your login issue in system A or System B?” before giving the user the exact answer.

Here we see ChatGPT often just saying something which then might be true or not. This makes the conversation smoother – and maybe also looks clever if you don’t know the answer is incorrect.

It might be the difference between “playing” with a toy and using a tool for professional purposes, as the technology is the same, but the expectation changes from the user.

Chatbot with integration: A good chatbot can do two things: A) understand the user and, b) help the user. Often helping the user requires the chatbot to integrate into the company system. E.g., if the user asks: “Where is my package?” one needs to look up where that user’s specific package is. SupWiz supports custom integrations and upholds a professional setup with separate test and production environments. When running tests, the test environment uses mock-up values e.g., avoids sending out invoices, passwords, etc. ChatGPT does not support integrations, as such, but can be used by other systems, like e.g., SupWiz does. We will discuss a few examples below.

A concrete example. Below you see ChatGPT answering how to reset the password for a specific company. The answer looks smooth and correct but it is just a general answer being incorrect. As explained above, ChatGPT will often provide some general information very convincingly but may still be incorrect. Many things can go wrong in the process. It might be that the user’s question is unclear and follow-up questions must be asked, or that what is generally considered accurate does not apply to a specific company. Similarly, it could even be that the chatbot needs integrations (e.g., to give a new password) to provide a good user experience.

Anonymization, encryption, and deletion: SupWiz has a suite of tools supporting privacy. We have out-of-the-box solutions but also provide configurable tools so that companies can get the exact behavior they want out, whether that is anonymizing custom fields, scheduling the deletion of data, or simply identifying why the bot gave a certain answer. Supplying and using such tools will often be required by law to ensure privacy, and for protecting companies’ data. Such privacy tools have been built so that their use won’t change the quality of the AI model, and organizations can feel confident about anonymizing data without negatively impacting the performance of the tool. We are not aware of ChatGPT providing such a tool suite now.

GDPR: Even when providing a full suite of tools for data compliance, there are additional requirements to comply with GDPR, e.g., no data transfers outside EU countries. In this regard, some versions of ChatGPT have data labeling and training centers located in Africa. For European customers, SupWiz ensures data is located in the EU only. Furthermore, based on customers’ preferences and specific law requirements, we offer the option for a setup where processors and sub-processors are EU-owned companies (read more about Schrems II compliance options here).

SupWiz includes ChatGPT: As explained above, SupWiz already includes the same technology approach as ChatGPT but has been building on top of them, to meet requirements from large companies e.g., to ensure correct answers, control, obey laws, etc. Our solutions also provide conversations that can be deep, jump around, etc. but again with an overall target of ensuring correct and customized answers. Some specific features have been mentioned in connection with ChatGPT, but it’s several decades old and has been included in SupWiz for a long time as text summarization, sentiment analysis, etc.

ChatGPT in SupWiz: It is now possible to use ChatGPT in different ways within our tools. Below are a few examples, but you can find more details and a video on the following link:

ChatGPT can be used to make small talk or provide answers based on external information.
ChatGPT can suggest a specific tone for the agents and chatbot answers.
ChatGPT can be used to summarize dialogues between humans and a chatbot, or in a live chat before generating a ticket, for example.

We do however simultaneously warn our customers that using ChatGPT might be a violation of GDPR and that it may result in additional quality control efforts. For instance, when beautifying agents' answers, there is always the risk that the answer is incorrect, introducing one more step where the agent controls the answers.

SupWiz omnichannel: Chatbot is only one of the products of SupWiz’s full AI platform. Our solutions include email and voicebot, speech analytics, search engine, ticket analyzer, and live chat with a wide range of features including e.g.: finding the right person in an organization to solve a ticket, classifying tickets, root cause detection, sending SMS for chatbot, make a call-back function in the phone system from e.g. the voicebot, give uniform statistic views, etc. In short, SupWiz is much more than a chatbot.

Search: For ChatGPT people are saying it knows everything about everything. And it is impressive how much it knows. But as illustrated above, it gives many generalized answers which might be wrong as it does not have concrete and correct answers for a specific company setup. On the contrary, SupWiz search engine is trained on a particular company’s data such that it learns from interactions within that specific organization. That means we have, the concrete information needed to give the right answers for your company. In addition, one can include in the SupWiz search engine all kinds of information such as websites, knowledgebases, etc. but also external information. And perhaps most important SupWiz can differentiate who should have access to which information, and tell if its knowledge is coming from internal and external sources. Most companies want to make a disclaimer if it’s external information. Furthermore, SupWiz search engine comes with a knowledge gap analyzer where it is easy to identify where there is a lack of information compared to what people are searching for.

AI-copilot: If SupWiz' bots are not answering a question – in case it is uncertain of the answer, the question will be forwarded to a human being (unlike ChatGPT, instantly answering something which might be wrong). When forwarding the chat to an agent, SupWiz can assist the agent by suggesting what to answer, how similar tickets have been solved previously, what knowledge article to use, etc. providing accurate and consistent answers.

Statistic: SupWiz can classify conversations (emails, voice, chat), give deep insight into dialogues, etc. In addition, SupWiz has real-time dashboards to monitor the current stage, and alarms can be set up if something trending knows to be a problem (e.g. seen in the past with a root cause detection tool in ticket analyzer).

General: Very simplified, one could say: Try to make a search in your browser. The machine behind the search engine chooses the top 5 results, which then will be put into a text generator. The text generator answers boldly – plausible-sounding phrases even if it is wrong. The results look without a doubt impressive, especially if you have not seen a text generator before but it lacks many things:

Ensuring accuracy
Control of answers
Law Compliance
Integrations into systems to solve user problems
Statistic insights
Traceable and fixable logic
Test and development environment
Company-specific information

ChatGPT might be an impressive tool but, in most cases, it cannot help with concrete service and support. SupWiz and many other Chatbots use the same technology approach as ChatGPT but have built several technologies on top to ensure correctness.

Do you want to learn more about how AI can be a game-changer within service and support? Contact us today.

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