Discover how we transform IT and strengthen the security of the top companies in the market.
Integrated security to detect, prevent, and respond to threats.
Continuity and recovery to keep your business always running.
Compliance and security culture to elevate your company’s cyber maturity.
Take control of your company’s IT with integrated and secure management tools.
Hybrid and integrated infrastructure to support the evolution of your business.
Use hybrid cloud with the security of having the support of one of the most important players in the market.
Specialized services to operate and evolve your IT efficiently.
Provide your company with Private Network solutions that only an end-to-end integrator can offer.
Outsource efficiently, maintaining control over everything your company needs.
Handle payment and invoice issuance with credibility, efficiency, and data security.
Articles, events, and information to go beyond and dive deep into each technology. Be inspired to transform your company.
Learn about technological innovations and how they can benefit your company.
For a few years now, there has been ongoing discussion about the practical use of AI (Artificial Intelligence) in problem-solving. Previously, the use of Artificial Intelligence technologies was quite restricted to large companies due to the high cost of data training and team enablement. However, this scenario is rapidly changing, and ChatGPT is one of the most innovative solutions in this regard. Developed by OpenAI, ChatGPT is a tool that allows any user to experience a well-trained model and solve day-to-day problems with great speed in task completion.
ChatGPT is based on an Artificial Intelligence system that uses deep learning to generate automated responses in conversations with users. It was trained on a large scale with a significant amount of data and is therefore capable of understanding questions and providing accurate and personalized responses. In a superficial summary, it evaluates the text and probabilistically selects the next most appropriate word for the narrative context.
One of ChatGPT’s advantages is that it can be integrated into existing systems through its APIs (Application Programming Interface), allowing companies to create customized conversational flows integrated with other tools, such as CRM (Customer Relationship Management), ITSM (Information Technology Service Management), and DW (Data Warehouse).
These API integrations are extremely flexible and allow companies to access customized data from their own sources, as well as use personalized interfaces to interact with the tool. An example would be integrating customized prompts directly into a chat connected to the end-user’s tool, or using the tool in messaging chats, enabling powerful interactions quickly.
Additionally, ChatGPT can be trained with data specific to each person, enabling companies to customize responses to meet the unique needs of their customers. This customization capability is especially important for companies with a high volume of questions or unique challenges in their industry. It helps improve customer experience by providing accurate and personalized responses quickly and efficiently.
Edge UOL is an example of a company that has been using ChatGPT to improve customer service. We currently integrate our personal assistant called “UMA” with OpenAI’s APIs and, using data from ITSM and DW systems, we are able to provide quick responses about a customer’s service health and level in a simplified, scalable, and flexible way. This provides visibility and speed in addressing deviations, as agents can quickly identify areas and assets requiring attention and solve problems more efficiently.
The process created by Edge UOL for this integration was:
In this example mentioned earlier, Edge UOL performs a meticulous curation of information, adopting best practices to ensure data quality and security. All information sent to external APIs and any DW output go through a series of validations with strict rules to ensure that no sensitive data is shared improperly or leaves the scope of components allocated by Edge UOL, where we maintain full security control.
Using this internally developed solution, Edge UOL experienced a significant gain in the speed of operational data analysis thanks to the flexibility of use, ensuring that new ways of using the same data grouping can be created by users themselves during the tool’s use.
Another benefit observed was a drastic reduction in development time, as users are now able to “translate” their words into Query Strings (a web search and page maintenance model) without requiring development team time. This directly results in greater operational efficiency, with more precise decision-making and improved customer service.
ChatGPT is revolutionizing the way companies provide customer support, enabling fast, efficient, and personalized service. Additionally, ChatGPT’s integration along with the use of other tools and connections is enabling a reduction in operational costs while offering an even more satisfying customer experience.
With Edge UOL’s expertise, companies can ensure a successful implementation of ChatGPT and obtain the maximum benefits from this technology. Therefore, Edge UOL can help identify weak points in customer service and create customized solutions to improve operational efficiency and end-customer satisfaction.
Our team of experts is ready to support your company with solutions that enhance performance and security.
