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Conversational artificial intelligence “ChatGPT” has attracted much attention. This kind of generative AI, including the drawing AI “Midjourney”, has made rapid progress recently. This is a major technological innovation that is being introduced in more and more cases in B2B tools, but it should be used with caution.
ChatGPT surprised the world
The interactive artificial intelligence “ChatGPT” released by OpenAI in the United States is famous for its surprisingly smooth interaction with humans. The reaction was so natural that one wondered if it was made by a real person.
Unlike ChatGPT, which generates new sentences based on input sentences, “Midjourney”, which attracted attention some time ago, is an AI that can generate images based on sentences describing a specific scene. As similar AIs, those that compose music and images are also being developed.
This kind of AI that generates different data from some input is often called generative AI.
How popular is ChatGPT?
AI has long been used in various situations, such as chatbots for customer-facing services. AI is infiltrating the workplace and everyday life, but to what extent is the newly launched ChatGPT recognized and used?
60% “don’t know” despite topic
When SheepDog surveyed business managers and executives between the ages of 20 and 40 (*1), 60% of respondents responded that they “didn’t know” about the ChatGPT service.
On the other hand, 11% answered “know but did not correctly understand what the service is”, 15% answered “know and correctly understand what the service is”, “know and have actually used ChatGPT”. 14% answered Say yes. Despite being a hot topic, ChatGPT is not well known.
Source: SheepDog / 60% of business owners aged 20-40 responded that they were unaware of the ChatGPT service. 14% have used ChatGPT (Questionnaire about ChatGPT)
*1 SheepDog “60% of people answered that they did not know a service called ChatGPT. 14% used ChatGPT (Questionnaire about ChatGPT)”, https://prtimes.jp/main/html/rd/p/000000213.000077217 .html
People who use it are now waiting
In a research report (*2) by Retriever, which also surveyed ChatGPT usage, business owners’ awareness of ChatGPT was only 30.6%, similar to SheepDog’s results. 7.8% of people have experience in using it, which is still a minority.
Source: Retriever / Interviews with 4,600 business owners in Japan “ChatGPT’s Impact on Business and Society”
When we analyzed its use, 39.3% of the respondents said it was used for research, for data mining and translating information found on the web, aggregating company pages, etc. It also appears that 23.2% of respondents said it is “used to automate customer communications” and is often used as an AI chatbot.
However, there were also comments that said they were wary of accuracy and credibility, such as “I try not to put too much faith in the results”.
Source: Retriever / Interviews with 4,600 business owners in Japan “ChatGPT’s Impact on Business and Society”
Regarding the impact of ChatGPT on business in the future, 54.5% of the respondents answered “I don’t think it’s relevant/still unclear”. Although there are voices looking forward to the possibility and efficiency, the mainstream attitude is to wait and see.
Source: Retriever / Interviews with 4,600 business owners in Japan “ChatGPT’s Impact on Business and Society”
*2 Retriever, “Hearing from 4,600 Business Owners in Japan “ChatGPT’s Impact on Business and Society”, https://prtimes.jp/main/html/rd/p/000000053.000022635.html
BtoB tool introduction
In the business world, there is a movement to incorporate generative AI such as ChatGPT into various tools and BtoB services.
Artificial intelligence chat robot based on ChatGPT
AI is already being used practically in the field of chatbots, which are used as FAQ tools. Of course, there are systems that combine ChatGPT with AI chatbots.
For example, “HRBrain AI Chatbot” (*3) can automatically generate chatbot question patterns. In the past, users were required to create and input various question patterns themselves, but with the introduction of ChatGPT, question patterns can now be automatically generated, greatly reducing the initial construction and running man-hours of AI chatbots. It seems it can be reduced.
*3 HRBrain “HRBrain’s AI chatbot and OpenAI’s ChatGPT API significantly reduce setup man-hours”, https://prtimes.jp/main/html/rd/p/000000119.000023143.html
Used to automatically compose emails and summarize voice calls
The in-house sales management cloud service “BALES CLOUD” (*4) provided by Smart Camp, which operates the media “BOXIL Magazine”, has started providing an automatic email creation function using generative AI. Creating emails to communicate with potential customers can be difficult and time-consuming. Through automation, we expect the number of man-hours to be reduced, the reliance of know-how on individual skills to be eliminated, and quality to be enhanced and unified.
Likewise, functions to support writing and summarizing sentences are implemented in “Concept AI” (*5) of Japan Concept Lab and “Zoom IQ” (*6) of Zoom Video Communications. In addition, IVRy has developed voice functions and released functions such as “Phone GPT” (*7) and “Call Voice Summary Function (β)” (*8).
* 4 Smart Camp “”BALES CLOUD”, automatic email creation function using AI technology released in beta version”, https://prtimes.jp/main/html/rd/p/000000171.000012765.html
*5 “Notion Officially Releases “Notion AI”” by Notion Labs, Japan, https://prtimes.jp/main/html/rd/p/000000012.000088144.html
※6 Zoom Video Communications『Evolving Zoom IQ, our smart companion, with new features and a collaboration with OpenAI』, https://blog.zoom.us/zoom-iq-smart-companion/
*7 IVRy “IVRy for Phone DX, a special version of “Phone GPT” that allows you to talk to ChatGPT”, https://prtimes.jp/main/html/rd/p/000000049.000056805.html
*8 IVRy “Telephone DX SaaS IVRy raises 1.31 billion yen in Series B. Simultaneous release of call voice summary function utilizing AI speech recognition and ChatGPT”, https://prtimes.jp/main/html/rd/p/ 000000053.000056805.html
ChatGPT also proposes travel plans
ChatGPT is also used to consider travel plans. In the travel information recommendation and comparison service “AVA Travel” (*9), it seems that it is possible to consult with ChatGPT through LINE chat.
For example, if you ask “What places are accessible from Tokyo and tasteful?”, they will suggest trips to Kamakura and Yugawara. We are now in an age where you can receive advice from staff at a travel agent window via chat while at the same time experiencing the experience of assembling a travel plan.
*9 AVA Intelligence “AVA Travel launches AI travel advice service on LINE using ChatGPT”, https://prtimes.jp/main/html/rd/p/000000006.000047676.html
While exploitation is progressing, concerns remain
In this way, generative AI is steadily beginning to be used as a tool. However, no matter how natural and believable the output is, it is dangerous to use it without verification.
The output of this artificial intelligence is different from the results of arithmetic operations that can determine whether the answer is correct or not 100% of the time. Even if it is the same sentence on the surface, it may not be appropriate depending on the situation. First, if the information AI uses to make decisions is outdated or incorrect, the reliability of the output will also decrease.
Care must be taken when entering sensitive information into AI. Depending on the AI, input data may be repurposed for learning and reflected in the output of other users. In the worst case, important information is leaked to the outside. Conversely, if the output contains copyrighted works or other people’s confidential information, you can inadvertently get into big trouble. Some experts have called for the development to be halted due to fears that the situation is getting out of hand (*10).
Generative AI is a new technology, so there are certainly some useful uses to be discovered, but there are also some pitfalls. Actively seeking out ways to exploit is important, but it also requires extensive information gathering and increased vigilance to prevent risks.
※10 Future of Life Institute “Pause Giant AI Experiments: An Open Letter”, https://futureoflife.org/open-letter/pause-giant-ai-experiments/
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