UltimateGPT is an early beta product of Ultimate, bringing the benefits of generative AI to Ultimate’s advanced automation platform. We are currently accepting a limited number of participants onto our early access program, who will be the first to trial and benefit from the scalable, humanized support experiences of generative AI, and in turn, provide valuable feedback to our product teams. This early access program is part of our commitment to building in public.
What is UltimateGPT?
UltimateGPT is a Large-Language Model based on a GPT (Generative Pre-Trained Transformer) architecture, the technology behind OpenAI’s ChatGPT.
UltimateGPT is an AI model which learns from the information in your help center to provide answers to customer support queries in a human-like, conversational manner. UltimateGPT requires no training at all and once connected to your help center can be live and answering customer queries in minutes.
Overall, UltimateGPT aims to enhance customer experiences by providing a responsive and helpful virtual agent that can assist customers 24/7 in 92 languages.
Which channels can I use UltimateGPT in?
In Chat & Messaging, UltimateGPT can be used to have automated, human-like conversations with your customers based on information in your knowledge base and customer systems. Free Trials are live now.
In Ticketing, UltimateGPT can support your agents by generating suggested responses to inquiries in your CRM, which agents can then edit and send. Ticket automation trials start in June 2023.
Do I need a minimum number of support inquiries for UltimateGPT?
No, you do not need a minimum number of tickets. All you need is a comprehensive knowledge base for UltimateGPT to learn from to get started.
What languages does UltimateGPT support?
UltimateGPT is fully multilingual and can converse in 100+ languages. Likewise, it is capable of reading help centers written in any language.
How does UltimateGPT work with Dialogues and workflows?
UltimateGPT provides fully generated responses based on the information in your help center. For some topics, you may want greater control over the actions a virtual agent takes: for example:
- if you want the virtual agent to execute an action, such as adding tags, routing, updating fields,
- if you want to personalize the response based on customer information from internal systems,
- if you want to use interactive rich media in conversations, such as buttons, forms, and carousels.
For these topics, you would design a scripted Dialogue or workflow for the virtual agent to follow. All other topics would continue to be responded to using UltimateGPT. In the future, customers will be able to combine generative elements within Dialogues, to make the conversations even more natural and spontaneous.
Can UltimateGPT be connected to multiple help centers?
Yes, UltimateGPT can be connected to multiple help centers. This can be to centralize knowledge from various areas, or to vary which help center it uses to respond to a customer query based on specific rules, e.g using the North American help center if the customer is based in the USA.
Is it possible to control the bot’s style and tone of voice?
As an early beta, UltimateGPT has many capabilities still under development. While it is not yet possible to control or ‘prompt’ the bot’s tone of voice, we are hoping to release this feature soon. This will allow users to adapt the tone of voice, length, and formality of the AI messages.
Can UltimateGPT use data from our systems to personalize the responses?
We are currently developing the ability to personalize generative AI responses with data from internal systems and this feature is on our Summer 2023 roadmap. The current beta of UltimateGPT cannot personalize generative responses and today personalized responses, e.g. using data from CRM and internal systems, must continue to be designed via Dialogues.
How long does it take to get started with UltimateGPT?
If you are using Zendesk as your help center, UltimateGPT can be up and running in minutes. All it needs is your help center URL. If you are using a different help center, we require 24-48 hours to ensure your help center is successfully imported.
What do I need to get started with UltimateGPT?
You need a public help center (written in any language) for the AI to learn from. The more comprehensive your help center, the better! In minutes, UltimateGPT can connect to your help center using the URL if Zendesk, or imported CSV if other, and instantly begin providing automated, human-like responses to your customer requests.
Is there a free trial?
Yes, we offer a 2-week, no-strings free trial for UltimateGPT in our Early Access Program. Sign-up here to schedule a call with someone from our team and get started.
I am an existing Ultimate customer. Can I trial UltimateGPT?
Yes, existing Ultimate customers can trial UltimateGPT from 01 May 2023. Contact your Customer Success Manager to learn more.
I understand UltimateGPT is in beta; what are the expectations during early testing?
UltimateGPT is currently in beta stages and only available to select businesses as part of our early access program. Those accepted into the program are invited to collaborate closely with our R&D team, to help us build the best generative automation platform for customer support.
The beta has 2 key areas of observation:
- Sticking to the facts (hallucinations)
- Sticking to the subject matter (vs general conversation)
UltimateGPT is trained on a massive amount of text data, from a wide variety of subjects and domains, such as science, literature, history, social media, and more. This means the LLM has learned relationships between - and can engage in conversations on - many subjects outside of your business domain. One aim of this beta is to fine-tune the AI models to avoid UltimateGPT applying its general knowledge from outside of your business to support your customers; keeping the responses fully aligned with your business processes.
Can I trial UltimateGPT in a sandbox environment?
Yes, UltimateGPT can be tested within a sandbox environment. This can be a sandbox within your own CRM, or a test environment we set up for you.