What is GPT (Generative Pre-trained Transformer) and how can it be optimized for Customer Support?

Generative Pre-Trained Transformer (GPT) is a type of neural network that is used for natural language processing tasks such as language translation, summarization, and question answering. GPT is an innovative approach that uses deep learning techniques to generate high-quality text content.

GPT is a type of large language model that is trained using a massive amount of data to learn patterns in data. It is a transformer-based model that uses self-attention mechanisms to capture dependencies between different parts of a sentence. The self-attention mechanism is a type of attention mechanism that enables the model to pay attention to different parts of the input sequence and generate output based on those parts.

The GPT model was first introduced by OpenAI in 2018 and has since undergone several improvements to increase its performance.  Later versions of GPT, including GPT 3.5 used in ChatGPT, has more than 175 billion parameters, making it one of the largest neural networks in existence.

The training data for GPT is derived from a variety of sources, including web pages, books, and other textual sources. The data is preprocessed to remove noise and other irrelevant information, and the resulting dataset is used to train the model.

Once trained, the GPT model can be used for a wide range of natural language processing tasks, including text generation, language translation, summarization, and question answering. For example, GPT can be used to generate realistic text based on a given prompt or to answer questions based on a given context.

One of the unique features of GPT is its ability to generate high-quality text that is almost indistinguishable from human-generated text. This has made it a popular tool for content creation and marketing, as well as for research and development in the field of natural language processing.

GPT technology can be used for customer support by taking a question and a document (plain text document) to generate an answer in natural English. If the question can be answered by the content of the document, GPT returns an answer.  This can be used to provide customers with sophisticated self-service tools while dramatically boosting the productivity of support staff.

However, for large, complex enterprises with complex products, there are gaps in the GPT capabilities for the enterprise. The reference documentation for such enterprises can include thousands to millions of documents in PDF, HTML, Microsoft Word/Powerpoint/Excel, GoogleDocs/Slides/Sheets, relational database tables, and XML documents. Some of these documents can be hundreds or even thousands of pages, and they may be present in silos (web, Sharepoint, Google, Confluence, Salesforce, ServiceNow, etc.). Often, the solution to a support query is scattered across multiple documents.

This is where Quark.ai comes in, with its autonomous support platform, a turnkey pre-trained GPT solution for bringing efficiency to customer support through automation. The platform is purpose-built for customer support, and therefore pre- trained with an extensive dataset for this space, enabling Quark.ai to onboard a customer rapidly in weeks.

Overall, GPT is a powerful tool that has revolutionized the field of natural language processing. Its ability to generate high-quality text has opened up new opportunities for content creation, marketing, and research, and it is likely to continue to be a key technology in this field for many years to come.

Learn more at quark.ai.


Prosenjit Sen

Founder & CEO


Email: prosenjitsen10@quark.ai

Linkedin: https://www.linkedin.com/in/prsen/

Website: www.quark.ai

Author’s Bio:

Prosenjit Sen is a technologist and serial entrepreneur. He is currently the CEO of Quark.ai, an Autonomous Support platform that uses Generative AI technology (LLM, NLP, and Computer Vision) to bring automation to Customer Support. He was previously employee # 5 and part of the founding team of Informatica, the worldwide leaders in data integration technology. He is also a Mentor for the Alchemist Accelerator, and the Bay Area IIT Startups Accelerator.

The co-author f "RFID for Energy & Utility Industries”, a bestselling book published by PennWell Publishers, Mr. Sen holds a BS in Electronics Engineering from the Indian Institute of Technology, Kharagpur. A jazz, cooking, and hiking enthusiast, he lives in Silicon Valley with his wife and two daughters.