Is ChatGPT Going to Replace IT Support?
The internet has been bombarded with artificial intelligence (AI) news, especially about Chat GPT, which is the latest software from Open AI and is similar to human
speech in its style of expression. Despite the increasing popularity of ChatGPT, many are worried about whether it will pose a threat to employees or replace
current services like IT Support. Let’s take a deeper look!
What makes ChatGPT unique?
There are numerous reasons why people are drawn to ChatGPT. First of all, whether you ask a basic or difficult inquiry, it will provide human-like, credible replies.
Second, it is driven by Open AI’s most powerful language processing model, GPT-3.5 (Generative Pre-trained Transformer 3.5).
Open AI trained the model using a 570 GB dataset acquired from articles, books, social media platforms, Wikipedia, web content, and a variety of other sources. As
a result, ChatGPT can handle complex/ simple queries for an extensive number of businesses and provide human-like replies.
How can ChatGPT help with IT Support?
Since IT Support requires a lot of time, ChatGPT may help in a variety of ways. Some of the main ones are listed as follows:
1. It creates quick, customized replies to end-user queries.
2. It creates call scripts that are engaging, professional, funny, or any other style.
3. It generates how-to articles and other user manuals in real-time, which the team can further tweak to give effective and educated information.
4. It assists the IT Support team in developing replies during service outages and informing users in a timely and professional manner.
However, is ChatGPT truly replacing IT Support?
Although ChatGPT has the potential to minimize the amount of labor necessary for IT assistance, it still has a long way to go before it can be considered dominant.
The following are some important ChatGPT concerns:
1. IT Support systems are not integrated.
Since the ChatGPT we use now is online-based, you need a web browser to access it. It implies that ChatGPT may now only help with minor IT support issues, such
as producing particular responses to inquiries, email responses, and so on. Although OpenAI has launched the ChatGPT API, which will aid in the integration of AI
chatbots’ capabilities into additional applications. However, ChatGPT has a long way to go before it can integrate and perform all IT support tasks on its own.
2. Responses are inaccurate.
ChatGPT is popular among users because of its human-like replies, however, it frequently creates erroneous responses and factual mistakes. According to OpenAI,
ChatGPT can occasionally deliver inaccurate replies. ChatGPT may still present its replies so professionally that it is frequently difficult to identify inaccurate information.
IT support is delicate, and incorrect replies can harm the company’s reputation. Furthermore, the replies it creates do not adhere to the unique brand style, therefore it
needs a human touch to adjust the replies properly.
3. Concerns about privacy.
Another important concern about ChatGPT is its dubious privacy policy. If you look at their “privacy policy,” you’ll discover that it references sharing personal information
with other parties in some circumstances without further notification. Some are even questioning if ChatGPT complies with EU GDPR regulations. As a result, the present
privacy problems surrounding ChatGPT are preventing many businesses from utilizing it more extensively.
Humans cannot be replaced by ChatGPT.
In terms of IT Support, ChatGPT has the ability to help in a wide range of customer service areas, from providing professional replies to inquiries and emails to developing
extensive user guides and much more. However, the lack of integration, erroneous replies, and other issues with ChatGPT necessitate a human touch for optimal
performance. To summarize, ChatGPT is a facilitator of IT Support, not a substitute.
Outsource your IT Support to ensure a dependable and efficient IT Team. Please do not hesitate to contact us via the hotline at
6295 5962 or email us at
info@achievement.com.sg to learn more about our IT Support services!
