The arrival of OpenAI’s ChatGPT transformed everything – the huge implications for customer service were immediately obvious.

We quickly launched a collection of AI features for our Inbox, applying this technology to deliver efficiency gains. But the number one thing we were asked was “Can ChatGPT just answer my customer questions?” It was just so clear that it was better at understanding natural language than anything we’d seen before.

Unfortunately, our initial explorations showed that hallucinations were too big of a problem. GPT-3.5, which powered ChatGPT, was just too prone to making things up when it didn’t know the answer.

We quickly launched a collection of AI features for our Inbox, applying this technology to deliver efficiency gains. But the number one thing we were asked was “Can ChatGPT just answer my customer questions?” It was just so clear that it was better at understanding natural language than anything we’d seen before.

When we started experimenting with building a GPT-powered chatbot, we had a number of design goals in mind. We wanted to build a bot that could:

• Converse naturally, using GPT technology.
• Answer questions about your business, using information you control.
• Reduce hallucinations and inaccurate responses to acceptable levels.
• Require minimal configuration and setup.

Making a trustworthy chatbot

We quickly launched a collection of AI features for our Inbox, applying this technology to deliver efficiency gains. But the number one thing we were asked was “Can ChatGPT just answer my customer questions?” It was just so clear that it was better at understanding natural language than anything we’d seen before.

Unfortunately, our initial explorations showed that hallucinations were too big of a problem. GPT-3.5, which powered ChatGPT, was just too prone to making things up when it didn’t know the answer.

We quickly launched a collection of AI features for our Inbox, applying this technology to deliver efficiency gains. But the number one thing we were asked was “Can ChatGPT just answer my customer questions?” It was just so clear that it was better at understanding natural language than anything we’d seen before.