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Customizing ChatGPT: The Game-Changing Chatbot for Your Business

ChatGPT: the chatbot that has taken the world by storm. Released just some five months ago, in November 2022, it became extremely popular, with one million users in just five days. And the hype surrounding this mind-blowing tool has only grown louder since then. In February, Reuters mentioned that ChatGPT was estimated to have already reached 100 million monthly active users, making it the fastest-growing consumer application in history. 

"ChatGPT is scary good. We are not far from dangerously strong AI," Elon Musk posted on Twitter in December 2022. 

Now, finding someone who hasn't given chatGPT a try or at least heard about its incredible abilities is almost impossible. So, what makes this chatbot so unique, and how can businesses leverage it to their advantage? 

This is to show  how fast chatGPT reached its first million subscribers 

in contrast to other popular services.

To start with, ChatGPT, standing for "Chat Generative Pre-Training Transformer," is an OpenAI language model that, as its name presupposes, has been created explicitly for chatbot conversations. The tool leverages the capabilities of GPT-4, a general-purpose OpenAI language model, to provide conversational AI services. It allows users to interact with a virtual assistant or chatbot that can understand natural language inputs and provide helpful responses. With a focus on chat-like interactions, ChatGPT has fewer parameters than GPT-4, making it a more specialized and efficient language model. Its unique design includes context awareness features, enabling it to remember past interactions and generate relevant responses. One of the reasons for ChatGPT's skyrocketing popularity is its ability to offer an engaging user experience and, even more crucially, its accessibility to a broad audience via its conversational interface, which distinguishes it from GPT-4. 

Here is an example of the conversation with ChatGPT where it explains what it can do:

You can ask it whatever you want, for instance, to summarize some text: 

To change the style of the suggested text:

Or even create a verse:

Or even code for you!

But now, as many of us have already experienced the impressive capabilities of ChatGPT as a personal assistant or just for fun, businesses also start wondering if they can enhance their operations' efficiency and improve customer experience by utilizing chatGPT. With this tool's ability to generate natural, conversational text, it becomes a valuable asset that can be integrated into various business applications, including chatbots, virtual assistants, and customer service portals. For instance, by integrating ChatGPT with customer service chatbots, businesses can automate various tasks, such as handling inquiries, improving response times, and reducing workload. Similarly, integrating ChatGPT with sales and marketing chatbots can lead to personalized recommendations, improved customer satisfaction, and increased sales. Additionally, ChatGPT can generate personalized responses to customer inquiries, increasing satisfaction and loyalty. One way to access and use the pre-trained ChatGPT model is through OpenAI's API, available via the GPT-4 Playground, or by making API requests using programming languages and tools like Python and cURL.  The benefits that businesses can reap from integrating chatbots like ChatGPT into their operations include, but are not limited to:

  • Increased Efficiency: AI chatbots can provide quick and automated responses to customer inquiries, freeing customer service agents to focus on more complex tasks.

  • 24/7 availability: AI chatbots can operate around the clock, assisting customers outside regular business hours.

  • Multilingual support: AI chatbots can be designed to provide support in multiple languages, expanding the reach of businesses to customers who may speak different languages.

  • Enhanced Customer Experience: AI chatbots can offer personalized customer service, helping customers quickly find the information they need and resolving issues in a timely manner.

  • Cost Savings: AI chatbots can lower customer service expenses by automating basic tasks and providing rapid responses to customer questions.

  • Improved Engagement: AI chatbots can improve engagement and build customer loyalty by offering helpful information, responding promptly to inquiries, and increasing customer satisfaction and retention.

  • Better Customer Insights: AI chatbots can help businesses gain deeper insights into customer behavior and preferences, allowing them to improve their products and services to better meet customer needs.

  • Scalability: AI chatbots allow businesses to expand their operations rapidly and effectively, managing more customer inquiries without the need for additional staff.

  • Reduced errors: AI chatbots can help to avoid common mistakes or misunderstandings, leading to fewer errors in customer interactions.

  • Data collection: By integrating AI chatbots with other systems, such as customer relationship management (CRM) software, AI chatbots can collect and analyze data on customer interactions, providing businesses with valuable insights into customer preferences, behavior, and pain points.

Just to clarify, ChatGPT-powered chatbots differ from traditional or rule-based chatbots because they use AI and machine learning to improve over time. Rule-based chatbots are limited to defined scenarios, while ChatGPT-powered chatbots can add context to a conversation beyond a defined script and learn from human feedback to provide a more natural and engaging conversation. It makes ChatGPT-powered chatbots capable of satisfying various requests, from simple Q&A to more complex conversational flows.

There are a couple of issues with the current chatGPT model, though, that must be considered before integrating it with your business operations. First one: ChatGPT's data is limited to 2021, so it is unaware of events that have occurred since then. For instance:

Another issue is that chatGPT is designed to be universal and versatile, lacking specialization. When presented with a domain-specific question, it is likely to provide a generic or incorrect response that fails to correctly address the issue.

In the conversation above, the AI guessed right but left the place for hesitation.

In this conversation, chatGPT responded in a general way, as it lacked the necessary information about the question to provide a more specific answer. If human support representatives had been available, they could have provided a definitive response in both of the suggested conversations. Hence, the current chatGPT model may not suffice for most businesses, as they require a chatbot that is specialized in their domain and kept up-to-date. 

It brings us to the most intriguing part of this article:  can ChatGPT be trained and customized to have current and relevant information for specific use cases? If yes, how can it be achieved? The answer to the first query is affirmative; ChatGPT can certainly undergo further training and customization to incorporate current and relevant information for specific use cases. And it can be achieved with a process called fine-tuning. Fine-tuning involves the language model additional training on a particular dataset related to the use case in question. Thus, for instance, if you wanted to develop a ChatGPT-based chatbot to provide customer support for a specific product or service, you could fine-tune the pre-trained model using a dataset containing information related to that product or service, such as customer inquiries, product information, and troubleshooting guides. So, to put it simply, the whole process of developing such a customized chatbot using ChatGPT is similar to creating a software application, with the additional step of training and fine-tuning the ChatGPT model on specific data to ensure the generated responses are relevant and valuable for your particular business. 

It is worth mentioning that creating a custom model was also possible before pre-trained language models like OpenAI's became available. But it was a challenging and resource-intensive task, often requiring extensive training data and computational resources. The emergence of pre-trained models has made it easier and more accessible for businesses to create custom language models that can address their specific needs without having to build them from scratch.

Fine-tuning a pre-trained ChatGPT model involves feeding the pre-trained model with a specific dataset and training it until it learns to generate appropriate responses for the given context. The training data can include domain-specific terminologies, recent events, or emerging trends, among other information relevant to the particular use case. Each of these stages requires a different set of technical skills and expertise. Here are some more details on how the whole process works:

  • Collecting or creating a dataset: This stage includes gathering or creating a relevant dataset. For example, if you want to use ChatGPT to answer customer service inquiries, you would need to gather a dataset of customer service inquiries and their corresponding responses. It is crucial to ensure that the model is fine-tuned on high-quality data and evaluated carefully to ensure that it performs well on the specific task. 

  • Preparing the dataset: This stage includes preprocessing and cleaning the dataset to ensure it is in a format suitable for fine-tuning. JSONL format is recommendable. The stage may include tasks like tokenization, text normalization, and data cleaning to ensure that the data is appropriately formatted, error-free, and can be efficiently utilized in fine-tuning. OpenAI provides a CLI tool to assist with preparing datasets. This tool can convert various data formats, such as CSV, TSV, XLSX, and JSON, to the required JSONL format, which is used to feed the data into the model. Using the CLI tool can simplify the data preparation process and help ensure the data is properly formatted and ready for fine-tuning.

  • Selecting the pre-trained model for fine-tuning: Currently, it is possible to fine-tune base GPT-4 models: davinci, curie, babbage, and ada, having varying levels of performance to suit different use cases. Each model is available for a specific fee. Davinci is the most powerful and expensive, while Ada is the fastest.

  • Accessing the pre-trained model: While the GPT-2 model is readily available on Hugging Face, TensorFlow, or PyTorch, the GPT-4 model is not directly accessible. To use it, first, it is necessary to obtain an API key from OpenAI. 

  • Fine-tuning the model: This is the actual stage of fine-tuning the pre-trained ChatGPT model on the prepared dataset. There are three main approaches to fine-tuning the model. The first one is manual fine-tuning using the OpenAI CLI tool, where you can train the model by running commands in the command-line interface. The second one is programmatic fine-tuning using the OpenAI Python package, where you can create a script that utilizes the package to fine-tune the model. And third one is fine-tuning using the OpenAI API's fine-tune endpoint, where you can submit data and model training parameters through an API request to fine-tune the model. During fine-tuning, the model learns to generate responses that are specific to the given task and dataset.

  • Testing the model: This stage includes testing the fine-tuned model in the Open AIPlaygroundon to assess its performance. If the model's performance is unsatisfactory, additional fine-tuning or hyperparameter tuning may be necessary. Once you're satisfied with the outputs, we can then deploy it in our app. 

  • Deploying the model: Once the model is fine-tuned and evaluated, it is possible to integrate it into the relevant application or software using code. The OpenAI Playground provides a convenient way to generate the code required to use the fine-tuned model. By clicking the "Show Code" button, the Playground will display the necessary code that can be copied and pasted into your application's codebase.

It is worth mentioning that privacy and security are paramount concerns in fine-tuning a pre-trained ChatGPT model on a particular dataset. It's essential to keep the data used to train the model confidential and secure by applying data anonymization techniques, restricting access to sensitive data, and implementing robust security measures. On top of that, it's essential to monitor the performance of the model in production and make improvements to increase its accuracy and effectiveness.

Developing a custom chatbot with ChatGPT doesn't start from scratch, but it still requires considerable computational resources and expertise in deep learning, natural language processing, and software engineering. So to achieve this goal, you will most likely require a team of experienced developers and machine learning experts who are familiar with deep learning frameworks, natural language processing, and software engineering best practices. 

While developing a custom chatbot with ChatGPT is a complex process that demands considerable time, resources, and expertise, the benefits of having an intelligent chatbot capable of delivering personalized customer interactions and support can be significant. It can help businesses improve customer satisfaction, boost sales, and reduce costs. Once integrated, you can literally sit back and watch your customers receive more efficient and personalized service, leading to greater satisfaction and loyalty. And all this without your constant involvement or supervision and your team having to spend as much time and resources on customer support.

Reading time 8 min 34 sec

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Charlie Lambropoulos

07/05/2023

Artificial Intelligence
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