artificial intelligence to its battle with Google over search, is now turning to the latest AI technology to catch up with rivals in the corporate applications market — companies such as Oracle, Salesforce and SAP.— for applications that handle tasks such as sales, marketing and customer service. Based on technology from OpenAI, the software can draft contextual chat and e-mail answers to customer service queries.
New generative AI systems such as ChatGPT and Dall-E have caught broad consumer attention in the past year, leaving businesses scrambling to figure out how and whether they should employ corporate aspects of these content-generating tools. At the same time, the AI gold rush is provoking anxiety as programs make errors and go awry.
“If you think of a customer service agent, he’s dealing with a customer inquiry and 18 different databases internally to come up with the responses,” Nadella said. “Now you have this copilot that allows you to interrogate the 18 databases and craft a response” without distracting the agent from the customer, he said.