1 million people chatted at the beginning of December in just 1 week with the newest Super AI chatbot model, ChatGPT and it became the news sensation of December’22. Some people said it was a revolution in the AI chatbot industry. However how much that would be helpful to the businesses if any? Is there a difference between such giant AI chatbot models and a usual business AI chatbot on duty? Following the news stories, one may start guessing if AI chatbots are reliable business instruments. So, we decided to devote a blog post on this topic and highlight what are these Super AI chatbots, how they can be used, and what is their difference from business AI chatbots. We even asked ChatGPT to share with us its opinion! Read below what it had to say about the story of other giant AI chatbot models and their relatives the regular guys on duty, the business AI chatbots.
The Battle between the Big Ones: LaMDa, BB3, and GPT3
You must have heard about them. Their public release always gets the media attention – they are the largest, the cleverest one, yet don’t know who the President of the USA is. Probably there are people who do not know what these “creatures” exactly are besides that one can chat with them on thousands of topics. That’s why we will first introduce them to you and then share with you the trends and valuable information you must know when entering the chatbot world.
If you are in rush, here is the difference in 2 paragraphs:
The super AI chatbot models. These “creatures” are giant chatbot models that can chat about thousands of topics creating on themselves the answers based on huge databases of billions to trillions of records and their own search online for information. They are still in their research and development stage – far from perfection and from reliable usage in the business world the way the business AI chatbots are. They are designed to predict the next word for a given input, generate an answer, and not if this in fact is correct. They can do something incredibly well – creating text and chat in a freestyle on general topics, therefore could be used for drafts for posts, ads, articles, and other written collateral reviewed and finalized by the business team.
On the other hand, are the business AI chatbots – chatbots with conversational AI modules narrowly focused on the needs of the business and its customers that are developed and trained by the business team in a business-controlled environment – training topics, responses, and other content are 100% controlled by the business. These chatbots can have integrations with other business platforms to automate routine tasks and be used actively for 24/7 customer support, sales, and marketing, as well as collecting customers data (first- and zero-party, conversational data) for the business to be able to make more intelligent decisions.
Let’s now get into details with some information about the giant chatbot models – the so-called super chatbots or the big ones:
LaMDa by Google
Google published its announcement of LaMDA in May 2021. LaMDA – short for “Language Model for Dialogue Applications”, can communicate in a free-flowing way on an endless number of topics. LaMDA’s conversational skills have been years in the making and development. It was trained on dialogue, using a set of documents, dialogs, and utterances numbering in the billions of records. Behind LaMDa training there were 137 billion parameters, 2.81 trillion sentences, also 1.56 trillion words – 40 times more than previous similar models had. It also uses external sources of information.
This AI chatbot model can be trained to read many words (a sentence or paragraph, for example), pay attention to how those words relate to one another, and then predict what words it thinks will come next with logic and specifics. It also has been developed with criteria for a certain manner of answers (unexpected, useful, or funny) along with dealing with discrimination or other non-ethical situations.
LaMDA is designed to provide conversational responses that make sense and are highly specific to the context of the dialogue. For example, during its official presentation, the AI chatbot model was asked to pretend it was the planet Pluto and to say what Pluto would like people to know about it. LaMDa gave what people thought was an emotional answer: “I am not just a stone, but a beautiful planet.”
BB3 (Blender Bot 3) by Meta
BB3 is a conversational AI prototype demo, a US-only research project for fun and experiments which Meta warned could give wrong answers, be rude, and couldn’t be trusted on the factology in some of the answers. BB3 was the first public bot and one of the giant AI chatbot models. It was said its purpose is to improve the quality and dialogic safety of chatbots to make them feel and sound as human as possible. BB3 is searching for its answers live online along with its database and chat histories. It is created with 175 billion parameters, and it is said to be 31% better in a conversational environment than other models and to make mistakes 47% less than its previous versions, with 58 times more parameters volume. Its conversations are longer and wider. BB3 results in only 2.5% errors, such as:
- 1% of answers go off-topic
- 0.11% inappropriate answers
- 1.36% nonsense answers
Yet, as with the other super AI chatbot models, it is still about providing convincing answers to the chat topic, but not a reliable source of information.
Interesting facts about other super chatbots:
In 2016, Microsoft shut down Tay (AI chatbot in Twitter) just 16 hours after launching the model – due to offensive pro-Nazi tweets and statements such as “Hitler did nothing wrong!” that the chatbot learned online from its users.
Xiaoice was also developed by Microsoft to be a social chatbot and has a true success story. It has been operating in China since May 2014. As of 2022, Xiaoice had communicated with 660 million online users, on 1 billion third-party smart devices and had 900 million content viewers -without any major incidents. Xiaoice wrote poems, has released dozens of songs, and hosted 21 TV and 28 radio programs.
And now, the Cool and the Gang: GPT3 and ChatGPT by OpenAI
Tools like ChatGPT had given extra media attention to chatbot technology which is expected to boost the adoption rate of business AI chatbots in 2023. There are too many differences between a business AI chatbot and ChatGPT, however, people testing it got excited by being able to get so many different things from it: writing code, drafting posts, creating college essays, getting bullet points for their reports, and more.
ChatGPT is based on GPT-3.5, a large language model that was released by OpenAI in 2022 (an upgrade to GPT-3 from 2020).
ChatGPT is an AI chatbot designed to answer questions. It made a sensation among the users – it was used by 1 million users within the first week when it took GPT-3 nearly 24 months to get to such a usage rate, and DALL-E – over 2 months. OpenAI claims that ChatGPT can answer follow-up questions, admit its mistakes, challenge incorrect premises, and reject inappropriate requests. Sam Altman, CEO of OpenAI, shared publicly that the model is not unlimited, but good enough to create a misleading impression of greatness and it would be a mistake to rely on it for anything at this moment because of it is still in development. As he shared, there is lots of work to be done before it becomes more trustful for the given information. In other words, ChatGPT is so good in its answers that you could not know it is wrong unless you know the answer!
Then why these super chatbots are out there available for chatting? The answer is simple – a company team cannot do what a million people can – reinforcement learning from human feedback, to make these models better. There is a statement and a warning about that on the website of ChatGPT just before start chatting with it:
Which of the three big ones is better? Well, all three have their pros and cons, but what is more important now is the fact that all three are still in their development and could not be trusted on 100%, especially when it comes to what businesses expect from an AI chatbot – to help them make more sales, improve customer service and overall customer experience – the big one simply cannot do it!
Business AI chatbot or a Super Chatbot?
Do not mislead by the name, but super chatbots as we mentioned above are still in their development stages and are not reliable when it comes to the truthfulness of the information. For a business owner it is not acceptable for a chatbot to give some random answers to customers, partners, and employees, therefore the super AI chatbot cannot be a choice.
The most apparent difference between a business AI chatbot and the super AI chatbot model is the complexity of their functionalities. Business AI chatbots are designed to answer customer queries in a business-controlled environment. In addition to answers, they provide customers with other business content, forms to fill, promotions, conversation flows that are designed in advance by sales and marketing teams, integrations with other business platforms, and software for customers to complete various tasks through the chatbot, and more. Super chatbots, on the other hand, are equipped with big databases and the freedom to search online but cannot be controlled what the conversation flows would be, and they do only chat.
Business AI chatbots and super chatbots differ in the amount of data they use. Business AI chatbots are typically created and trained to respond to customer queries using a predetermined set of topics and answers by the business itself, therefore their database is much smaller and specific to the needs of the concrete business that uses the chatbot, and its customers’ needs. Super chatbots, on the other hand, can analyze large amounts of data to provide an answer but the answer itself is unpredictable. They also are programmed to develop a conversation based on data searches all over the internet and sometimes do not provide relevant or correct information (especially about events that occurred after 2021). Here is another warning from the ChatGPT webpage:
The clear benefit of the business AI chatbots is that they do not only give answers to customers based on what the business team has trained them (the training and testing shall be properly planned and executed for success) to but could redirect the users to something more – to sign-up for a newsletter, to download something useful (e-book, whitepaper, how-to materials, etc.), to buy a product or service – a concrete action that the business wants its customers to do. Business AI chatbots can direct customers to additional information and drive them into the marketing and sales funnels to make the so desired sale or conversion. Even when it comes to small talk and having a casual chat with the AI chatbot, the business has full control of the different conversations.
Our interview with ChatGPT about business AI chatbots, risks, and opportunities:
We asked ChatGPT its opinion and it proved us right. Here’s what we have had a conversation about with ChatGPT:
We asked ChatGPT what the difference between it and a business AI chatbot is and here is what it answered.
- ChatGPT is a specific type of machine learning model that has been trained to generate text in a chatbot-like manner… while a business AI chatbot is a chatbot specifically designed to assist businesses in interacting with their customers.
Then we asked ChatGPT what the risks are of using it – ChatGPT, in a business AI chatbot as a chatbot backend (to power its conversational AI module), and it answered:
- Quality of responses: ChatGPT may generate responses that are not accurate, relevant, or appropriate for the context. This can lead to frustration or confusion for users and may damage the reputation of the business.
- Bias in the training data: ChatGPT is trained on a large dataset of human conversations, which may contain biases that are reflected in the responses generated by the model. This can lead to chatbots that produce responses that are biased or discriminatory, which can be damaging to the business.
- Lack of context: ChatGPT generates responses based on the input it receives, but it does not have access to other contextual information that may be relevant to the conversation. This can lead to responses that are not fully informed or appropriate for the context.
- Dependence on a large amount of data: ChatGPT is a large language model that requires a significant amount of data to operate effectively. This can be a challenge for businesses that do not have access to large datasets or the resources to train and maintain their own language model.
- Privacy concerns: ChatGPT is trained on a large dataset of human conversations, which may include sensitive or personal information. Using ChatGPT in a chatbot may raise concerns about the privacy and security of user data.
So, we asked what the business can use ChatGPT for, and it confessed:
- ChatGPT can be used as a generative language model to generate text in a variety of styles and formats. It can be useful for tasks such as language translation, text classification, summarization, or text generation for content creation.
We have also asked ChatGPT to write an article on why businesses shall use AI chatbots and here are the answers we received. Despite that these super chatbots could give nonrelevant information, this time it was very accurate. The following paragraphs were written by ChatGPT:
“Artificial intelligence (AI) chatbots are increasingly being used by businesses to interact with their customers and improve the customer experience. Here are a few reasons why businesses should consider using (business) AI chatbots:
Improved customer service: AI chatbots can provide quick and accurate responses to customer queries and requests, which can improve the overall customer experience. By automating routine tasks, chatbots can free up human customer service staff to focus on more complex issues.
Increased efficiency: AI chatbots can handle a large volume of queries and requests simultaneously, which can help to increase the efficiency of a business’s customer service operations. Chatbots can also work 24/7, providing customers with access to support around the clock.
Cost savings: AI chatbots can help to reduce the cost of customer service operations by automating routine tasks and handling a large volume of queries and requests. This can lead to cost savings for the business, which can be reinvested into other areas of the business.
Personalization: AI chatbots can use customer data to provide personalized responses and recommendations, which can help to build customer loyalty and improve the overall customer experience.
Improved data collection and analysis: AI chatbots can collect data on customer interactions and preferences, which can provide valuable insights for businesses. This data can be analyzed and used to improve products and services, optimize marketing campaigns, and identify areas for improvement within the business.
Overall, AI chatbots can be a valuable tool for businesses looking to improve customer service, increase efficiency, reduce costs, and gain valuable insights into their customers. By leveraging the power of AI, businesses can create a more seamless and personalized customer experience, which can drive customer loyalty and improve the bottom line.”
This time, we really agree with ChatGPT, but must keep in mind that no one can expect to get from it the right answers every time.
Ultimately, the choice between business AI chatbots and super chatbots today is clearly benefiting the usage of business AI chatbots due to the unique needs of each business. If you’re looking for a cost-effective solution with full control over customer service, sales, and marketing capabilities, a business AI chatbot is for sure the way to go.
Keep in mind when considering AI chatbot implementation that your company must follow strict rules not only of the service providers but worldwide rules about AI usage that are coming to power recently. The Regulation of the European Parliament and of the Council is laying down rules for the use of AI that affect also the use of AI chatbots. The rules primarily concern those types of AI that provide conclusions and decisions, that process personal data such as biometrics, etc., i.e. the so-called “high-risk systems”. When it comes to AI chatbots, there is a minimal requirement of “transparency” of chatbots, i.e. the chatbot must state that it is a chatbot before starting the conversation. Businesses shall learn and follow the best practices when starting their chatbot project to go smoothly and continue following the best practices to succeed.
If you are convinced in the benefits of the business AI chatbot, feel free to contact us for a free 14-day trial! Do not miss also to follow our LinkedIn account for weekly updates about the chatbot world and the opportunities that come.
Let’s see how ChatGPT proposed to finish this article:
Are you looking to streamline your business operations and increase efficiency? Look no further than our AI chatbot platform! In 2022, we saved over 15,000 working hours for businesses just like yours.
The chatbots on our platform are available 24/7, which means that up to 45% of your users can take advantage of the convenience of chatting at night if you had an AI chatbot. And with 75% of chatbot users returning time and time again, it’s clear that your chatbot would provide a valuable service.
With your own business AI chatbot, you can easily automate & handle customer inquiries, create sales & marketing funnels, and complete a variety of tasks without the need for human intervention. This not only saves your business time and money but also allows you to provide faster and more efficient service to your customers.
Don’t just take our word for it – try out the Umni AI chatbot platform for yourself and see the difference an AI chatbot can make for your business. We’re confident that you’ll be just as satisfied as the hundreds of thousands of users that have already benefited from the business chatbots on our platform.
And because conversational AI does many things extremely well, this article was written by the Umni team in collaboration with ChatGPT and translated into Bulgarian by an AI translator (with minimal human corrections). Along with the translation, some of the illustrations are also generated by another AI – DALL·E (text to image) to prove that with the help of an AI we could do amazing tricks.