Companies Tap Tech Behind ChatGPT to Make Customer-Service Chatbots Smarter

ChatGPT, launched by OpenAI in November, quickly went viral for its often elegant, information-packed responses to various questions, gripping the imaginations of regular people, business leaders and investors including Microsoft Corp., which began backing OpenAI in 2019 and said Monday that it would make a multibillion-dollar investment in the startup. OpenAI last week said it would soon add ChatGPT, which stands for chat generative pre-trained transformer, to its application programming interface, or API, which lets developers embed OpenAI technology into their own products. But customer-experience executives said overreliance on such AI models could lead to companies dishing out incorrect information to customers online without knowing they are doing so. While many chatbots are trained to deliver a version of "I don't know" to requests they cannot compute, ChatGPT, for example, is more likely to spout off a response with complete confidence--even if the information is wrong. CMO Today delivers the most important news of the day for media and marketing professionals.