Future of Customer Success: Is this AI Tool Going To Take Over The World? (#15)
My outlook for 2023 & beyond
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My grandma, the old man from UP, and people who hate Artificial Intelligence will hate this new invention that came out this week
Tuesday at 8:17 p.m., I had the idea, "I'll write a newsletter this week about how I do business reviews." This quickly changed to... Thursday night at 11:41: "Um, I don't think what I'm seeing is real. Forget about the first idea. This will replace Google and make the world a different place. I have to write about this." So yeah, things took a crazy turn this week.
So, what happened?
What I’m learning:
You remember Jarvis from Ironman? If not, Tony Stark made J.A.R.V.I.S. an AI system. Basically, Ironman talks to JARVIS like he's a friend, and JARVIS can understand and respond like a really, really smart person.
This past week, OpenAI - an artificial intelligence research lab released ChatGPT. ChatGPT is like a real-life J.A.R.V.I.S.
It’s designed to respond to people in a conversational way. You can check it out at: chat.openai.com
You have to experience it for yourself, but you can type any question you have, and it will generate a human like response in return. It’s free. Just make an account.
Check out this extreme example of what someone was able to do -
I had a ton of fun asking ChatGPT questions like “Is God real?,” and a bunch of other random questions. The responses were shockingly human-like.
Then I asked a question about work. My customers often ask me about a support-related question, and to my surprise, it gave me an extremely good answer in return.
What I Think ChatGPT means for Customer Success
1. Software companies will reduce their Tier 1 Customer Support headcount in the near future.
Look, I’m a big believe that customer success does not mean customer support. But sometimes, we will receive support related questions.
I think that artificial intelligence will cut the number of knowledge workers in the same way that automation in factories cut the number of factory workers.
2. As a CSM with A.I., and ChatGPT, knowing a bunch of facts about your product will be less valuable.
The best way to stand out is to learn more about people, know how to communicate in a way that inspires, and be able to connect the dots between abstract ideas. The “art” of Customer Success will be even more of an emphasis as the “science.” The key will be to know how to do both.
Doodled this in my spare time to reflect what I mean…
3. Some of the most in-demand skills today, like writing software, will eventually be taken over by automation, and skills like communication and critical thinking will become more important.
The world needs more unsung heroes like carpenters, plumbers, and people who work in service jobs.
But I think that the jobs that are in demand right now for people with software and digital knowledge will change a lot in the next few years.
When getting data is as easy as a few clicks, the skill that will matter is being able to make sense of the numbers.
Trivia Time
In Iron Man, Tony created J.A.R.V.I.S. What does J.A.R.V.I.S. stand for?
NLCS Finds
OpenAI - Access GPT-3, which performs a variety of natural language tasks, Codex, which translates natural language to code, and DALL·E, which creates and edits original images. This is AI research lab that created ChatGPT.
Trivia Answer:
Just A Rather Intelligent System (J.A.R.V.I.S.)
That’s a wrap up for this week -
I bet Google Search is shaking in its boots. What a sentence!
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Sending you great vibes
