ChatGPT Now Has a Memory, and the Benefits for Customer Service Could Be Big

Memory

OpenAI is rolling out a long-term memory for ChatGPT, so the AI remembers conversations and minute details about users. The implications for improving customer service are massive because, let’s face it, no one likes to explain who they are, what service they have, and their issue history more than once. 

OpenAI’s latest release is called “Memory,” and it’s a personalization feature that builds on the company’s custom instructions tool. As a reminder, custom instructions mean you can tell ChatGPT to respond in a certain style (say, like an enthusiastic customer service agent) every time you interact. 

The new release means that ChatGPT, if the function is turned on, will maintain a memory of a user, how they interact, and what they discuss. There’s no need to use the custom instruction. ChatGPT will store details of each and every conversation, bringing back what it’s learned into new conversations when relevant. 

Image Source: OpenAI/Wired

Wired viewed a demo of ChatGPT’s Memory with OpenAI and found it did indeed remember details and save them to apply that knowledge to future conversations. For example, OpenAI’s product lead, Joanne Jang, asked for a coding tip, telling ChatGPT she uses Python. ChatGPT recorded this snippet in its Memory for Jang. 

OpenAI also provides these examples of how ChatGPT can improve its responses over time using Memory:

  • You’ve explained that you prefer meeting notes to have headlines, bullets, and action items summarized at the bottom. ChatGPT remembers this and recaps meetings this way.
  • You’ve told ChatGPT you own a neighborhood coffee shop. When brainstorming messaging for a social post celebrating a new location, ChatGPT knows where to start.

For normal ChatGPT users, Memory will be automatically turned on, so it has to be turned off if a user doesn’t want personal information saved. Memory can also be wiped using “Manage Memory.” Wired reminds us, “toggling off Memory does not mean you’ve totally opted out of having your chats train OpenAI’s model; that’s a separate opt-out.”

OpenAI is working on “Memory,” not saving sensitive information like passwords or perhaps ethnicity and certain health details.

Right now, Memory is being rolled out to a test base of users, so it’s obviously still under development. It’s not apparent if ChatGPT will be trained on its memories of users (who stay opted in), or how yet this new functionality could really apply to custom GPT bots. The release notes for Memory do say that GPTs will have their own memory when the function is rolled out.

However, the function sets a new bar for how AI customer service bots could perform in the future. 

What if AI Customer Service Bots Remember and Apply Your Customer’s Entire Brand History?

In large language models (LLMs), memory is also referred to as context retention or persistent context, and it’s something other developers are also working on because it could make all the difference for customer experience. 

ChatGPT describes its Memory feature:

“Remembering things you discuss across all chats saves you from having to repeat information and makes future conversations more helpful.”

If Memory becomes available for custom chatbots, like from CustomGPT.ai, it could vastly improve customer engagement. Right now around 62% of consumers prefer engaging with bots than waiting for human agents. 65% feel comfortable resolving issues without human intervention. Generative AI is already set to disrupt customer support.  

However, there’s still a significant proportion of customers that want to deal with humans, and there will also be the need for a human-in-the-loop (HITL) for more complex issues. 

What’s really interesting about “Memory,” though, is that human customer service agents can’t possibly remember every client and their brand history. Human agents can use an AI-powered customer relationship management (CRM) system, but firstly, that takes a little time to access and read, and it may only be comprehensive if detailed call notes are added by humans or AI. If a chatbot can “remember” and retrieve a customer’s entire inquiry, purchase, or service history, then customers could be pretty impressed with the results. 

Say you’re a satellite TV provider. You have customers with the latest equipment and some with legacy equipment. Some have fiber optic connections, others don’t. You offer a vast range of subscription and equipment choices, so every customer is different. Without AI chatbots (or “Memory”), your customers often have to explain in detail what their problem is and what equipment they have to get technical support, even if they are calling multiple times with the same problem. 

What if, with AI customer service chatbots and context retention, the bot instantly “remembers” the customer and their entire product history and can provide technical support answers with the customer only needing to explain their current problem in one sentence? The impact on customer satisfaction would be substantial.

Perhaps generative AI and context retention, and given data privacy and other concerns, is not quite at this stage, but it’s interesting to consider what the bottom-line business benefits could be.

Past customer engagement context retention may also make it easier for businesses to create appropriate content and to produce error-free content because “memory” will help ChatGPT learn what works for you and what doesn’t. It could also recall what format and tone you prefer for internal reports versus stakeholder communication, for example. Plus, if ChatGPT remembers solutions to previous problems, it can become better at new tasks, automate new tasks quickly, or even anticipate future needs. 

Learn more about how AI will disrupt customer support norms or how employers need to reinvent customer service roles. 
To find out what a custom GPT bot from CustomGPT.ai can do right now, check out the 100+ features essential for today’s businesses.

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1 Comment


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hills of steel
October 8, 2024 at 3:01 am
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I’m scared that someday AI’s gonna take all human jobs. Sounds like we’re going to be unemployed soon


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