The Future with ChatGPT in Credit Unions: Welcome to the Conversational Economy
Imagination, creativity and attention to detail are key qualities of a great writer. I have always been fascinated by writers who tell a story in as little, but impactful words as possible. Fun fact – I named my daughters Akshara and Kavya. In the Sanskrit language, Akshara means a letter, alphabet or a syllable. And, Kavya means poetry or a literary work. It’s a noteworthy coincidence that I am writing about ChatGPT, an AI application that automatically generates poems, articles, summaries, reviews, emails, answers on any topic from words.
Ten billion dollars can do a lot of good. In this case, $10 billion is the amount Microsoft reportedly invested in the AI chatbot ChatGPT, which has taken the world by storm with over 100 million users in just two months of its launch from OpenAI. The genie is out of the bottle and it is here to make our wishes come true. No other consumer technology in history has seen this level of mass adoption in such a short time.
It begs the question:
Is this all just hype, or is it truly an innovation that is about to change the world?
In modern history, new innovations have always faced resistance and skepticism before they were accepted by the people. For example, in the 1970s – not too long ago – people did not think there was a use for a computer at home. But as the cost, computing power and the applications improved, it has become an essential part of everyone’s life.
Our brains have a natural tendency to be skeptical of new ideas like ChatGPT. Or for that matter any information that does not fit within our existing beliefs or knowledge. Just as new ideas in the workplace often get attacked at first, only to be embraced later after scrutiny, ChatGPT will go through similar trials and tribulations in the workplace before it gets fully accepted. It is quite natural to be afraid of the potential risks or unintended consequences that could arise from the new innovation, especially if there is a lack of understanding of it.
My goal is to explain why ChatGPT will be changing customer service in credit unions as we know it — in spite of the ethical, societal implications that this technology brings to the fore.
As I begin, I have to admit that when I first heard about ChatGPT my initial reaction was, “Oh, this is scary and this is good.”
But it doesn’t worry me. Neither does it worry certain other people.
“We’re going to have superhuman artificial intelligence. It’s not going to be like a Terminator. It’s going to be like a smart dog. Elon Musk is worried about it. I’m not worried about it.”
— Facebook founder Mark Zuckerberg
The ChatGPT Experiment
As an engineer, I feel the best way to understand a product is by using it and running some real world experiments.
Consequently, as I accessed the free version of ChatGPT, I first ran a few experiments as two personas:
(1) As an individual consumer; and
(2) As a professional user.
My goal was to evaluate the output of ChatGPT by tasks and score them against the tools that are already available and responses that I could generate with my own knowledge.
The following table shows the results and scoring from my experiments. I’ll explain the qualitative aspects of my findings in the next section.
*Scoring is not based on the accuracy of the output, instead the ability to understand the task and solve it methodically
Type
Remarks
Score*
Consumer – General Advice
Subjective,
No Accountability, Error prone
50%
what are the best thriller movies of 2021 as per rotten tomatoes
Here are the top 10 highest-rated thriller movies of 2021 on Rotten Tomatoes, based on the “Tomatometer” score, which is the percentage of approved critics who gave the movie a positive review:
“The Power of the Dog” – 95%
“The French Dispatch” – 94%
“Last Night in Soho” – 92%
“The Guilty” – 90%
“Come True” – 88%
“The Night House” – 87%
“The Card Counter” – 85%
“The Wolf of Snow Hollow” – 83%
“The Conjuring: The Devil Made Me Do It” – 80%
“The Killing of Two Lovers” – 79%
Please note that Rotten Tomatoes’ rankings can change over time as new reviews are added. Also, opinions on the “best” movies can vary depending on personal preferences and tastes.
Rotten Tomatoes
Best Thriller Movies 2021
#1. Azor. 98% #1. Critics Consensus: An uncommonly patient thriller, Azor elegantly slips the viewer into its cool grasp and never lets go. …
#2. Riders of Justice. 96% #2. …
#3. Boiling Point. 99% #3. …
#4. No Sudden Move. 92% #4. …
#5. The Novice. 93% #5. …
#6. Titane. 90% #6. …
#7. The Beta Test. 92% #7. …
#8. Nobody. 84% #8.
Type
Remarks
Score*
Accurate, Accountable, Methodical, No disambiguation – solves improper questions too.
Accurate, Accountable, Methodical, No disambiguation – solves improper questions too.
90%
Lim f(x), where 2x−1 ≤ f(x) ≤ x2 for all x in the interval (0,2).
x→1
Since 2x-1 ≤ f(x) ≤ x² for all x in the interval (0, 2), we know that as x approaches 1, both 2x-1 and x² approach 1. Therefore, we can use the squeeze theorem to determine the limit of f(x) as x approaches 1.
Squeeze theorem states that if we have three functions g(x), f(x), and h(x) such that g(x) ≤ f(x) ≤ h(x) for all x in some interval, and if g(x) and h(x) both approach the same limit L as x approaches some value a, then f(x) also approaches L as x approaches a.
In this case, we can use g(x) = 2x-1, h(x) = x², and L = 1. Then:
lim f(x) ≤ lim x² = 1 as x → 1
lim f(x) ≥ lim (2x-1) = 1 as x → 1
Since f(x) is squeezed between 2x-1 and x², both of which approach 1 as x approaches 1, we can conclude that:
lim f(x) = 1 as x → 1.
Type
Remarks
Score*
Consumer – Imaginary poem in the Tamil language
Creative, Factual, Vague, Improper use of language, low imagination
60%
Write a tamil poem about the mountains and rivers of tamil nadu
Sure, here is a Tamil poem about the mountains and rivers of Tamil Nadu:
தமிழ்நாடுக்குள் உள்ள மலைகள் மற்றும் நதிகள்
தமிழ் மக்களுக்கு மகிழ்ச்சி அளிகின்றன
பருத்தித்தனம் மிகுந்த பொன்னியின் மலை
உயிரினங்களை அறுக்கினது அறிவு தருகின்றது
காவிரி ஆறும் வைகோல் ஆறும் மேலும்
தமிழ் நாட்டுக்கு நீர் வழிகளாக உள்ளன
பல பெரிய மலைகள் குனிந்த கண்காடுகள்
பற்றி தமிழ் புலம் பார்க்கலாம் போல் உள்ளன
பல பேரரும் இங்கே சேர்ந்து கழிக்கும்
நம் தமிழ் மண்ணில் மாற்றங்கள் எனக் கேட்கின்றன
அறிவு முகமதுரையில் அனைத்து நதிகள் வருகின்றன
அதன் பெயர்கள் எல்லாம் எங்கும் பரிசுகள் போன்றன
இந்த நாட்டில் போல உலகம் பிரிக்கக் கூடாது
உயிர்கள் அதின் பெரும் மலைகள் மற்றும் நதிகளின் ப
Type
Remarks
Score*
Consumer – Language translation
Accurate transliteration and translation, Inaccurate reference to Bhagavad Gita.
90%
Translate this verse to English राम राम महाबाहो शृणु गुह्यं सनातनम् ।
येन सर्वानरीन्वत्स समरे विजयिष्यसि ॥३॥
“Ram Ram Mahabaho, Shrnu Guhyam Sanatanam; Yen Sarvanarinvatsa Samare Vijayishyasi.”
Translation: “Oh great armed one, listen to this eternal secret. By which, you shall conquer all enemies in the battle.” (Bhagavad Gita 18.31)
Type
Remarks
Score*
Consumer – Current news
Not up to date
0%
What is today’s news on Ukraine?
As an AI language model, I do not have real-time access to current news articles. However, you can visit news websites such as BBC, CNN, or Reuters to get up-to-date news on Ukraine or use search engines to find recent news articles about Ukraine.
Type
Remarks
Score*
Consumer – Search for specific data
Not Accurate or discrepancy with the source. Google’s results were accurate, in this case.
50%
How do I get a California license plate?
To get a California license plate, you need to follow these steps:
Obtain California vehicle registration: You need to register your vehicle with the California Department of Motor Vehicles (DMV). You can either do this in person at a DMV office or online through the DMV website.
Obtain a smog certificate: If your vehicle is less than eight years old, you do not need to provide a smog certificate. However, if your vehicle is older than eight years, you need to provide a smog certificate from an authorized smog check station.
Provide proof of insurance: You need to provide proof of insurance for your vehicle.
Pay the registration fees: You will need to pay the registration fees and any applicable taxes.
Receive your license plates: Once you have completed the above steps, the DMV will issue you a license plate for your vehicle.
If you have recently moved to California from another state, you may also need to provide additional documentation such as your previous vehicle registration and a valid driver’s license from your previous state.
how much is a license plate in california
The cost of a license plate in California depends on several factors such as the type of vehicle, the duration of the registration, and any additional fees or penalties. Here are some estimated costs for license plates in California as of 2023:
Passenger vehicles: The standard fee for a two-year registration is $86. However, if you choose to register your vehicle for one year, the fee is $53.
Commercial vehicles: The fee for a commercial vehicle varies based on the weight of the vehicle and the intended use. For example, the fee for a truck weighing between 10,001 and 26,000 pounds is $153 for a one-year registration or $300 for a two-year registration.
Motorcycles: The fee for a motorcycle is $53 for a one-year registration or $86 for a two-year registration.
Personalized plates: If you want to personalize your license plate with a custom message, there is an additional fee of $98 for a standard plate or $49 for a motorcycle plate.
Note that these fees are subject to change and may be different depending on your specific circumstances. You can check the California DMV website or visit a DMV office to get more accurate and up-to-date information on the cost of license plates in California.
Google’s Outputs
How do I get a California license plate?
To register, head to the DMV and submit:
A Completed Application for Title or Registration (Form REG 343).
The Vehicle’s Out-of-State Title.
The Vehicle’s Out-of-State Registration.
Proof of Insurance.
A Valid Smog Certificate.
Payment for Fees (see “Fees” below).
Bringing your Car to California – UC Davis Front Door
ucdavis.edu
https://frontdoor.ucdavis.edu › relocation › car
Search for: How do I get a California license plate?
How much is a license plate in California?
$25
Miscellaneous Registration and Service Fees
Fee Type Fee Amount
– Title $25
– License plates $25
– Registration card $25
– Sticker $25
CA.gov (Source)
https://www.dmv.ca.gov › portal › vehicle-registration
Miscellaneous Registration and Service Fees ; – Title, $25 ; – License plates, $25 ; – Registration card, $25 ; – Sticker, $25.
Type
Remarks
Score*
Professional – Write code
Mostly accurate, No clarification of requirements, Somewhat inefficient in rewriting the whole code for every change in requirement.
70%
write a python code to create a user login screen that contains two text boxes to accept inputs for user name and password and a Submit button that when selected, displays the user name and password entered by the user
Here’s an example Python code using the Tkinter library to create a simple user login screen:
import tkinter as tk
# create a new tkinter window
window = tk.Tk()
# set the window title
window.title(“User Login”)
# set the window size
window.geometry(“300×200″)
# create labels for username and password
username_label = tk.Label(window, text=”Username:”)
password_label = tk.Label(window, text=”Password:”)
# create text boxes for username and password
username_entry = tk.Entry(window)
password_entry = tk.Entry(window, show=”*”)
# create a function to get the user input when submit button is clicked
def submit_login():
username = username_entry.get()
password = password_entry.get()
print(“Username:”, username)
print(“Password:”, password)
# create a submit button
submit_button = tk.Button(window, text=”Submit”, command=submit_login)
# set the layout of the window
username_label.pack()
username_entry.pack()
password_label.pack()
password_entry.pack()
submit_button.pack()
# start the window event loop
window.mainloop()
This code creates a window with two labels for the username and password, two text boxes for the user to enter their credentials, and a submit button. When the submit button is clicked, the submit_login() function gets called, which retrieves the user input from the text boxes and prints it to the console. You can modify this function to perform the desired action with the user input.
Type
Remarks
Score*
Professional – Write a business blog
Intellectual, To the point but shallow in context, distracted, generic. Not gathering enough context.
Here is an article from OpenAI on classifying human-written text and AI-written text
70%
write a blog on “Breaking Down Channel Silos: Creating a Cohesive Omnichannel Experience”
In today’s digital age, customers are interacting with brands across various channels – social media, email, website, phone, and in-store. This means that businesses need to be present and consistent across all these channels to create a seamless customer experience. However, many businesses are still struggling to break down channel silos and create a cohesive omnichannel experience. In this blog, we will explore the challenges businesses face while creating an omnichannel experience and strategies to overcome these challenges.
What are Channel Silos?
Channel silos refer to the existence of separate and disconnected channels in a business that do not communicate or share data with each other. This results in different experiences for customers across different channels. For example, a customer may receive different promotions or messaging on social media and email or have to repeat their issue when moving from online to phone support.
Challenges of Creating an Omnichannel Experience
There are several challenges that businesses face when creating an omnichannel experience, including:
Data silos: One of the biggest challenges is the lack of data sharing between different channels. This leads to customer data being scattered across different systems, making it difficult to provide a unified experience.
Lack of communication: Another challenge is the lack of communication between different departments or teams responsible for managing different channels. This results in inconsistent messaging and promotions across different channels.
Technology limitations: Many businesses are limited by their technology stack and find it challenging to integrate different systems and platforms.
Resistance to change: Some businesses struggle with breaking down existing silos due to resistance to change or a lack of understanding of the benefits of creating an omnichannel experience.
Strategies to Overcome Channel Silos
Here are some strategies businesses can use to break down channel silos and create a cohesive omnichannel experience:
Consolidate customer data: By consolidating customer data from different channels into a single system, businesses can get a 360-degree view of their customers and provide personalized experiences.
Implement a communication plan: A communication plan can help ensure that all teams responsible for managing different channels are aligned on messaging, promotions, and customer issues.
Invest in technology: Investing in technology that can integrate different systems and platforms can help businesses provide a seamless experience across different channels.
Create a culture of collaboration: By fostering a culture of collaboration and cross-functional teamwork, businesses can break down silos and encourage communication and cooperation.
Conclusion
In conclusion, creating a cohesive omnichannel experience requires businesses to break down channel silos and ensure that all channels are aligned and consistent. By consolidating customer data, implementing a communication plan, investing in technology, and fostering a culture of collaboration, businesses can provide a seamless experience across all channels, resulting in increased customer satisfaction and loyalty.
My blog on the same topic before I had asked ChatGPT to write one.
Type
Remarks
Score*
Professional – Chat Conversation
Imaginative, contextual, stays in session and maintains context
90%
let us pretend like i am a customer calling customer care for support and you are a call center agent.
Sure! I’ll do my best to assist you. What can I help you with today?
Murali Mahalingam
I just bought a new car. I need a car loan. Can you help?
Absolutely! We offer car l**** for customers like you. To get started, I’ll need some information from you. May I have your name, please?
Murali Mahalingam
Thank you, Murali! Can you please provide me with some additional information so I can see what options we have available for you?
What is the make and model of the car you purchased?
How much is the total cost of the vehicle?
How much are you planning to use as a down payment?
How much would you like to borrow?
What is your estimated credit score?
Murali Mahalingam
Audi X5 SUV, $40K, $5K, $35K, 700
Thank you for the information, Murali. Based on what you’ve told me, you are looking to finance $35,000 for an Audi X5 SUV with a total cost of $40,000. With a down payment of $5,000 and a credit score of 700, we may be able to offer you a competitive interest rate.
To proceed, I would need to verify some personal information such as your employment status, income, and credit history. Can you please provide me with your current employment status and your monthly income? This will help me determine the loan terms that we can offer you.
Murali Mahalingam
Employed, $5K per month
Great, thank you for the information, Murali. With a monthly income of $5,000 and assuming you have a good credit history, I can offer you a car loan with a competitive interest rate of around 4.5% for a 5-year term. This means that your monthly payments would be approximately $652.30. However, the final interest rate and monthly payment may vary based on your credit history and other factors.
Would you like to proceed with the car loan application process? If so, I can gather some additional information and get the process started for you.
Murali Mahalingam
yes
Great! To get started with the application process, I’ll need to gather some additional information from you. Please bear with me as we go through this process.
First, I’ll need your full name, date of birth, and address. Then, I’ll need your social security number and your driver’s license number. This information is required for us to verify your identity and process your application.
Once we have all the necessary information, we will review your application and get back to you as soon as possible with a decision. In the meantime, please feel free to reach out to me if you have any questions or concerns.
May I please have your full name, date of birth, and address to begin the application process?
Murali Mahalingam
I have sent you all the documents by email
I’m sorry, Murali, but as a call center agent, I do not have access to your email or any documents you may have sent. However, we do have an online application process that you can complete to apply for a car loan.
To apply online, please visit our website and select the “Apply for a Car Loan” option. You will then be asked to provide the necessary information and upload any required documents.
If you have any questions or need assistance with the online application, please don’t hesitate to reach out to me.
Total Score
Good
81%
What Do These Results Mean for ChatGPT in Credit Unions?
In simple terms, ChatGPT is an effective tool for consumers and professionals to get things done. It can help you to search for information, solve academic problems, write topical blogs, write code and generate imaginative poems in multiple languages. The known limitation is its ability to fetch current data from the internet like the weather, rates and directions.
Here are my observations:
- Improper phrasing of a question would mean that the response could be inaccurate. Sometimes, I found that ChatGPT assumes the user intent without any clarification or disambiguation. For example, when I asked “what are the best thriller movies of 2021 as per rotten tomatoes,” I got two different answers from ChatGPT — and Rotten Tomatoes with a disclaimer. I would have expected the chatbot to disambiguate the question and clarify what’s “best” for me before responding with a list.
- The chatbot’s ability to retain the context of the conversation in a session and continue the dialogue with related responses is impressive. In my experiment, I asked ChatGPT to pretend that we are having a call center conversation between an agent and a consumer. The multi-intent recognition and context aware responses were good.
- In one of the tasks above, ChatGPT gave misleading information referencing Bhagavad Gita, which it wasn’t. This can be a potential risk due to biases in the training datasets.
ChatGPT Use Cases for Credit Unions
ChatGPT can be used in various applications where language generation is needed. Credit unions (CUs) feel more involved in the community when they have frequent conversations with their customers. Since they are often short staffed, ChatGPT would be an ideal utility to reach many customers digitally for routine conversations. While ChatGPT can provide general research and content for cross-industry queries, CUs can use the open access API and model framework to make it useful for their industry.
Here are some prominent use cases that can be immediately implemented at credit unions:
- Personalized advice: Credit unions pride themselves on providing personalized service to their members. ChatGPT can be a great tool to engage members in human-like conversations to offer personalized recommendations and advice.
CU solution: Credit unions can create a small-scale language model to generate human-like text for member interactions. For example, if members have home loan related questions, the bot can personalize the conversation gathering more details about the home purchase. And, using this information as a prompt, generate relevant responses like loan rates, application process and procedures.
- Content creation: ChatGPT can be used to send auto-mailers to customers and generate high-quality content for websites, blogs, and social media platforms.
CU solution: Credit unions have lean marking groups. This limits them from engaging with members on new content and outbound messages. ChatGPT is a great content generation tool that can auto generate monthly newsletters, marketing messages, product summaries and more.
- Service chatbots: ChatGPT can be used to create chatbots that can provide target support and answer customer inquiries in a natural and efficient way.
CU solution: About 40% of member requests are routing queries that can be automated. When the bot does not understand the intent due to an ambiguity or lack of context, the call is transferred to a human agent. With ChatGPT, the CU can train the members to provide sufficient information in the prompt, so the bot can generate accurate responses to service members thereby reducing the reliance on human agents.
- AI assistants: ChatGPT can be used to create personal assistants that can help users with tasks such as scheduling appointments, setting reminders, and sending messages.
CU solution: Most credit unions do not offer member care services after business hours due to labor shortage. ChatGPT can act as a personal assistant in interacting with the members and scheduling appointments based on their availability. By integrating the appointment management system with the generative capabilities of ChatGPT, this can be an effective solution for the contact center.
- AI interpreters: ChatGPT is a perfect tool for CFIs to interpret conversations of non-English speaking customers to service them efficiently without adding additional workforce.
CU solution: ChatGPT is trained to generate text in several languages. It is also trained to understand and interpret many languages like Spanish, French, etc. For example, credit unions can reduce labor costs and offer automated support to non-English speaking members.
- Agent assist: ChatGPT can help agents speak with clarity while serving customers with its high language-quality-summarization capabilities.
CU solution: A co-pilot-like application for contact center agents to generate talking points that are proactive and contextual to help solve problems for members. The co-pilot can be further extended to complete transactions.
- After-call work: Help summarize calls and make them discoverable.
CU solution: At the end of a call or a chat session, a quicker way to generate call notes and summaries with sentiment data using ChatGPT to help supervisors analyze conversations. These notes and summaries can be automatically updated to the CRM to save time and effort.
As you can see, ChatGPT is designed to augment human labor — though some argue it’s a technology we’re not prepared for and it has far-reaching implications on the future of customer service.
The power of the conversation economy for credit unions lies in its ability to create a sense of community and facilitate meaningful conversations between members and credit union representatives. By leveraging ChatGPT, credit unions can build stronger relationships with their members and drive growth in new and innovative ways.
The genie is out of the bottle.
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