Consortium for Service Innovation Members have been co-creating innovative models for 30+ years, resulting in global adoption of our methodologies. As a think tank of humans trying to improve engagement for employees and customers (more humans!), we’ve always been thoughtful about relationships between our work and technology. At times, we’ve been quite protective about boundaries to enable our tool-agnostic innovation.
Now, I’m sure you’ve seen the memo that large language models have entered the chat – both figuratively and literally! While the fears and friction around jobs are understandable, our Members see this change as opportunity. ChatGPT, or any large language model, is simply the latest collaborator to join our community. OK, fine. It’s not exactly a simple new relationship. But while we remain thoughtful in our approach, our Members are diving in!
Large Language Model Collaboration Example
Using the transcript of a presentation recording, I’ve let Bard (with some minor edits) summarize a Member example for us – ironically because the word count of the transcript was too large for ChatGPT…
Here is a summary of the conversation:
- Brad Smith discussed how a group of Consortium Members used empathy mapping to better understand the needs of Coaches and Knowledge Workers.
- Brad also discussed how he used ChatGPT to analyze the data from the empathy mapping exercise.
- The results of the analysis showed that there are some common themes between the tasks, pains, and gains of Coaches and Knowledge Workers.
- These common themes can be used to create a more effective value proposition for KCS.
Here are some of the key takeaways from the conversation:
- Empathy mapping is a valuable tool for understanding the needs of your customers or employees.
- ChatGPT is a powerful tool for analyzing data and identifying trends.
- By understanding the common themes between the tasks, pains, and gains of your customers or employees, you can create a more effective value proposition.
Normally, doing journey mapping work as I have for decades, this process would be a lonely guy staring at a white wall. And I would decipher somehow the mysteries of what’s common here. And it would be based upon my quasi-expert opinion, the facts I see, and listening to the conversations in the session. [Using ChatGPT] just speeded that up, hyper-dramatically.Brad Smith, Vector Business Navigation
The recording of the full output is available in our Member Wiki – Consortium Conversation: Empathy Mapping with Help from ChatGPT – and we’ll continue to share new resources as our Members develop them.
The Collaboration Will Continue
In the meantime, I had to give ChatGPT a chance to still contribute to this post, so let’s see what it has to say about collaboration…
How can humans collaborate with ChatGPT ?
There are several ways in which humans can collaborate with ChatGPT, depending on their goals and the context of the collaboration. Here are a few examples:
- Conversational interactions: ChatGPT is designed to have natural language conversations with humans on a wide range of topics. Humans can collaborate with ChatGPT by asking questions, providing information, and engaging in discussions. This can be useful for tasks such as information retrieval, decision-making, and problem-solving.
- Text generation: ChatGPT can generate text based on prompts provided by humans. This can be useful for tasks such as writing articles, composing emails, and generating responses to customer inquiries.
- Language translation: ChatGPT can translate text from one language to another. Humans can collaborate with ChatGPT by providing text in one language and requesting a translation into another language.
- Content analysis: ChatGPT can analyze large amounts of text data and extract insights and patterns. Humans can collaborate with ChatGPT by providing text data and requesting analysis and visualization of the results.
- Knowledge sharing: ChatGPT has access to a vast amount of knowledge and can provide answers to a wide range of questions. Humans can collaborate with ChatGPT by asking questions and learning from the answers provided.
Overall, humans can collaborate with ChatGPT in many ways, depending on their needs and goals. By working together with ChatGPT, humans can leverage its natural language processing capabilities to enhance their own productivity and decision-making.
Consortium Members are invited to continue to explore the implications of AI and Automation for Customer Engagement at the team meeting next week!