Create Winning Customer Experiences with Generative AI

Since its launch in November 2022, ChatGPT, the chatbot developed by OpenAI, has taken the business world by storm. Following this success, Microsoft has increased its investment in OpenAI and has launched a new version of its search engine Bing that provides users with generated answers in response to searches, as opposed to providing them with thousands of links to choose from. Not surprisingly, Google, as the incumbent in the search engine market, quickly reacted and is launching Bard, its own attempt to create an AI chatbot leveraging the power of large language models and integrate it into the search process. Moving beyond search, both Google and Microsoft are now making their chatbots available through an API (application programming interface, a form of a protocol), thereby enabling software developers from other firms to integrate their systems with these new chatbots. From finance to healthcare and from education to travel, industry observers expect an explosion of service innovations and new digital user experiences. Leveraging the capabilities of large language models, chatbots have developed amazing capabilities to generate human-like responses, and to speak in different languages and styles.