More and More Companies Incorporate OpenAI Technology

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Mar 9, 2023 21:35 · 25.4k Views

Forethought CEO Deon Nicholas joins Ed Ludlow and Caroline Hyde to discuss its launch of SupportGPT, a generative AI platform for customer support.

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Transcript

  • 00:00 Y open AI why not your own Tech yeah absolutely well to to clarify forho's been around for four or five years now applying AI to help customers and help businesses serve their customers better and so with support g p t we're launching today the world's first generative AI platform for customer support automation.
  • 00:20 The real big thing in the real answer to why why now is that in November chat gpt changed the name of the game for the customer experience and for consumer expectations we'VE been building for four or five years and we'VE been very focused on correctness very focused on building a generation of AI that actually can help customers solve their problems and what we're seeing now is that it's become mainstream for consumers and that experience that expectation has risen with chat t PT and so we'VE combined that and we're building out and we're.
  • 00:51 Support gpt for customer support so this is not a marketing exercise or a po done no absolutely not that's one of the things that we wanted To Be sure about here is.
  • 01:01 True to our nature it's about solving problems for our customers we actually already have customers of badying and using our support gpt platform folks like up work the world's largest talent marketplace are already leveraging the technology in production Carol we as we do every day we asked our audience what they think about just endless announcements of partnerships between Tech companies and an open AI you know the results as well as I do Caroline ah respondents think this is a PR stunt broadly what we're seeing right now in the industry.
  • 01:32 Yeah and meanwhile don you say look this isn't this is about servicing your clients I'm just really interested in help me understand here you're already a leading genative AI company you're already building your own large language model what was it that open AI has the ultimately you couldn't build in house.
  • 01:51 So most customers when they interact with customer support they don't necessarily want a chit chat they want their problems solved first foremost and that was the premise that we launched for out on all of those years ago was to use AI to help people to solve their problems one of the things that people have seen with chat PT hundreds of millions of people have used it from writers To Bakers uh to friends family everything they have now seen what it's like to interact with a chatpot that's empathetic that's human.
  • 02:52 Since day one and so we are staying we'VE always been on the forefront the expectations from customers have risen and we're we're rising and we're launching support g PT To Go and meet those expectations and bring customers that next level of customer support.
  • 03:06 Who's your competition then deon because we're seeing other key companies that are very close to supporting salespeople supporting other areas of client facing individuals and they're also using open AI.
  • 03:23 Yeah the the big competitor for us quite frankly is the legacy chappot there have been hundreds if not thousands of legacy chappots that have cropped up over the last decade or so of innovation and one of the things that you notice about chapts is that one we'VE all experienced them and we'VE all found that they are super clunky right their manual their decisionry based and they're more artificial than they are intellIgEnt and so we'VE set out to actually really.
  • 03:51 Transform the way customer service is done and it's really that host of chapbo companies that we're trying to out innovate and that we'VE been out innovating over the past few years.
  • 04:03 Yeah we'got To Go to some some more of this breaking news right around silicon valley bank can I just for audience ask are you a customer or client of silicon valley bank yeah it's interesting uh silicon valley bank is one of the banks we actually use here for thought we obviously work with a few uh banks so em it's interesting here in the news go out live these days so really interesting days we don't want to put you on the spot but you think you appreciate why we have to ask those questions I Caroline that this is happening before our eyes yeah and ultimately I have to ask.
  • 04:33 More on the spot therefore deion are you going To Be thinking about your relationship with s VB we're seeing that the shares are extending the post market decline down more than ten percent at the moment in a lot of venture capitalists and I know you're back by VC asking their portfolio companies to cut their ties.
  • 04:51 Well it's a really dynamic situation we're DeFinitely evolving and adapting as we go but what I can say is you know again we work with multiple banks here at for thoughtt um and ourr goal at the end of the day To Best serve our customers which is again why we're launching this support t p t but again there's a lot happening in the space and yeah we're excited and watching what's going.