Conversational customer service: ChatGPT is an evolution, not a revelation
In the first part of the presentation, Marcin highlights the ubiquity of ChatGPT in recent weeks and months. He introduces it as a virtual assistant that will accompany him during his presentations. In doing so, he points out that the aim is to convince the audience of the evolutionary nature of artificial intelligence.
Later in the presentation, Marcin emphasises that today’s leasing companies want to expand their customer portfolio through user interactions and conversations. He also points out that the customer conversation in leasing is a process that can be automated and handled by Artificial Intelligence, which, as part of cognitive automation, is expected to support and optimise business processes such as appraisals, negotiations and contract signing.
Artificial Intelligence and Ethics & Regulation
Marcin demonstrated several times the limitations of the current state of ChatGPT, pointing out the need to train models on relevant datasets and the need to take context into account. He also mentions the need to take into account the topic of artificial intelligence ethics and the issue of its regulation. pointing to the growing awareness and regulation in this area. He emphasises the need to build solutions that comply with regulations and ethical standards.
We need to build solutions that are audited, because by using AI to make decisions, we need to be confident that we will be able to conclude on what that decision was based on; why that decision was made and then be able to reflect that back to the regulator – if in doubt, and also to the client. Marcin Majka
Product Owner of Fintin