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Can ChatGPT Replace My IT Support?


ChatGPT was launched on November 30, 2022, and it achieved the milestone of 1 million users in just 5 days. However, it took Twitter 2 years, Facebook 10 months, Dropbox 7 months, and Instagram 2.5 months to achieve the 1 million users count. Today, ChatGPT has become the fastest-growing app of all time. With the growing popularity of ChatGPT, many are concerned about whether it will replace humans and existing services, such as IT support. So, let's explore in detail the potential of ChatGPT and whether it can replace IT support.

What's special about ChatGPT?

There are many reasons why users are getting attracted to ChatGPT. First, it offers human-like plausible responses whether you ask a simple or complex question. Secondly, it is powered by the most advanced language processing model developed by OpenAI, called GPT-3.5 (Generative Pretrained Transformer 3.5).

OpenAI, the developer of ChatGPT, trained the model with a 570 GB dataset gathered from articles, books, Wikipedia, social media, web text, and many other sources. Owing to that, ChatGPT can address complex/straightforward requests for a wide range of industries and deliver informative and human-like responses. In short, ChatGPT has presented itself as a game-changing AI chatbot.

How can ChatGPT Facilitate IT Support?

Since time is very valuable for good IT support, ChatGPT can assist IT support in many areas. Some of the main ones are as follows:

1.      Create Quick Email Replies: ChatGPT can help the IT support team create quick, customized replies to end-user queries.

2.      Call Scripts: ChatGPT can create engaging, professional, funny, or any other style of call scripts.

3.      How-To Articles: ChatGPT can instantly create how-to articles and other user manuals that the team can further customize to deliver effective and knowledgeable information.

4.      Outage Communications: ChatGPT can facilitate the IT support team to create responses during service outages and inform users timely and professionally.

5.      Policies: ChatGPT can assist in outlining and creating IT support policies and other regulatory documents.

From all the above use cases of ChatGPT for IT support, it is evident that it not just enhances the communication between the IT support team and end-user but also increases the response speed and reduces the team's burden. In short, ChatGPT reduces the shortcomings of IT support and boosts customer satisfaction.

Is ChatGPT really going to replace IT Support?

Looking at all the above use cases of ChatGPT, it seems to facilitate a lot in IT support. But can it really replace IT support?

Although ChatGPT has the potential to reduce the manpower required for IT support, it still has a long journey to dominate. Below are a few of the concerns about ChatGPT worth knowing:

1.      Not Integrated into IT Support Systems

The ChatGPT we use today is web-based, which requires a web browser to access the service. This means that ChatGPT can currently facilitate small matters related to IT support, mostly relevant to generating specific responses for queries, email replies, etc.

OpenAI has recently released ChatGPT API, which will help AI chatbot's capabilities to integrate into more applications. But there is a long way for ChatGPT to integrate and handle all the IT support activities on its own. In short, ChatGPT is not currently integrated into IT support systems, so its capabilities are limited and require human input.

2.      Trained Data Limited to 2021

ChatGPT seems to deliver up-to-date content, but it is not connected to the internet, and the trained data is also limited to 2021. So, its responses often include outdated data, compromising its effectiveness in IT support.

3.      Inaccurate Responses

ChatGPT is attracting a lot of users due to its human-like response, but many times it generates inaccurate responses and factual inaccuracies. OpenAI itself mentions that ChatGPT can occasionally provide incorrect responses. But ChatGPT can present its responses so professionally that it is often challenging to pinpoint incorrect information. However, IT support is sensitive, and inaccurate responses can hurt the reputation. Besides that, the responses it generates do not follow the specific brand style, so it requires a human touch to correctly adjust the responses.

4.      Privacy Concerns

Another major concern about ChatGPT is its questionable privacy policy. If you look into its "privacy policy", there you will see it mentions sharing of personal information with third parties in certain conditions without further notice. Some are even concerned about whether ChatGPT even complies with EU GDPR requirements. Therefore, the current privacy concerns around ChatGPT are also hindering many organizations from its deeper use in IT support.

Wrapping Up – ChatGPT Cannot Replace Humans

ChatGPT has emerged as a game-changing technology that can facilitate a lot of industries. Talking specifically about IT support, ChatGPT has the potential to assist in many customer support areas, from creating professional responses for queries and emails to creating detailed user manuals and many more. However, the lack of integration, inaccurate responses, and other concerns with ChatGPT require a human touch for effective performance. To sum up, ChatGPT is a facilitator for IT support, not a replacement.

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