He says the partnership will help Ada better train its chatbot to understand a customer’s intent, formulate answers on its own and improve the accuracy and quality of answers.Īda’s CEO and cofounder Mike Murchison told Forbes that Ada shares a common investor with OpenAI but did not disclose further details about the investor, and declined to comment on the financial aspects of its partnership with OpenAI. Some of the most commonly asked questions are “Where's my package? What's my order number? What's my password?” Ada’s CEO Mike Murchison says.īut Murchison says he wants to capitalize on OpenAI’s large language models to tackle the roughly 70% of customer service communication that is not straightforward and can benefit from a conversational, powerful and intelligent bot.
“And companies wouldn't ever want that as how they are responding in their customer service office,” he adds.ĬhatGPT models may not be able to add value to the roughly 30% of customers’ queries that are repetitive in nature and require consistent answers that can be addressed through existing automation. It's great for asking a range of questions, but you can never count on the answer,” Ajay Agarwal, a professor at the University of Toronto whose research focuses on the economics of AI, tells Forbes. “ChatGPT is very good for coming up with new things that don't follow a predefined script.
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