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Forethought Integrates ChatGPT into New AI Customer Support Solution


Open AI’s ChatGPT (the GPT stands for generative pretrained transformer) technology is being widely deployed in business applications today thanks in part to the “g” element: generative. Generative AI can be used to create new content, including audio, code, images, text, simulations and videos, making it ideal for businesses that engage in a lot of content creation. In this way, generative AI has numerous applications for customer support.

Customer support solutions provider Forethought recently announced the launch of SupportGPT, a generative AI platform for customer support. With the help of OpenAI’s ChatGPT technology, Forethought is planning to bring generative AI capabilities to the customer support experience.

“The power of Forethought lies in our ability to deeply integrate with our customers’ data,” said Deon Nicholas, CEO and Co-Founder at Forethought. “Now that ChatGPT has shown the world what generative AI can do, the next question on customer support leaders’ minds is how to apply it to real-world business problems. SupportGPT leverages the power of OpenAI’s LLMs — the same technology behind ChatGPT — and fine-tunes them on customers’ existing conversation history. This enables the models to understand intents and workflows automatically.

Forethought’s products use Large Language Models (LLMs) to deliver improved customer support experiences. By leveraging OpenAI’s technology, Forethought says it is enriching its use of generative AI to revolutionize those customer experiences with new capabilities including human-like conversations, automated workflow discovery, complete agent responses, gap detection, and content generation.

Both Upwork and Kickfin are among the first customers to engage with the new SupportGPT product.

“Bringing more generative AI capabilities into our customer support processes will be a game changer for our customers’ experience,” said Brent Pliskow, VP of Customer Support at Upwork. “We look forward to our customer support chatbot being even more relatable, empathetic, and conversational to delight our customers.”

In addition to SupportGPT, Forethought also recently launched the SupportGPT Playground, where anyone can train their own SupportGPT bot on their help center in minutes, said the company.

Edited by Greg Tavarez
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