ChatGPT and ITSM

Spoiler alert. This blog post was created by ChatGPT!

ChatGPT by definition is a large language model trained by OpenAI based on the GPT (Generative Pre-trained Transformer) architecture, designed to understand and generate human-like language, which allows ChatGPT to have conversations with people and answer their questions on a wide range of topics. The purpose of ChatGPT is to assist and provide helpful responses to users.

On the surface it looks very promising, but as you dig deeper you will find there are still quite a few glitches and it’s more of a glorified search engine, not unlike using Google Voice, Alexa, or Siri to search for information.

Before ChatGPT, there was actually another way to produce similar results. That is with keywords, full-text indexing, and some crafty design & development to produce the correct Knowledge Articles and FAQs. Sure the interface is different but the result is the same, and arguably better because you can target specific keywords to specific results.

AI certainly has come a long way, particularly the AI Voice, which if you’re listening to this ITSM blog post as a podcast, you’ll find it’s pretty good. Still a little robot like for my liking and not very good at acronyms but certainly has potential.