ManageEngine's take: How to boost IT efficiency with ChatGPT

Since the emergence of ChatGPT, the artificial intelligence (AI) tool, people across the world use it for a myriad reasons, from crafting emails and writing code to answering questions conversationally. The generative AI tool is more powerful than we ever imagined, and employees across the world are worried that it could take over their jobs.

However, the good news is this: ChatGPT will not take your job. In fact, it is a hot new tool that can help you do your job better.

ManageEngine has been actively using AI to improve its product capabilities and streamline its business and IT operations. We see ChatGPT as a tool that can enable our resources to do their work better. However, it has certain limitations, which is a key reason why ChatGPT cannot replace our workforce.

In this article, we'll explore ManageEngine's perspective on what ChatGPT can and can't do, and also share some insights on how you can make the most of this technology.

Capabilities in IT environments

Create automated emails: Some of our tools like Zoho Mail and Zoho Campaigns can send automated emails. We can now generate personalized yet automated emails in bulk using ChatGPT, saving hours of manual work for our IT and management teams.

Generate and comprehend reports: We've been using our advanced IT analytics solution to generate insightful dashboards for functions like help desk management, infrastructure monitoring, cybersecurity, and project management. ChatGPT can interpret raw data into insights, providing conclusive statements about what the data in the dashboards tells us.

For example, the dashboard in our ITOM tool can give us available memory, free disk space, and CPU utilization. Using the same data, ChatGPT can provide us with other insights as mentioned below:

Accelerate market research: Our IT leaders and product managers can perform deeper market research using ChatGPT. Product managers can use various prompts to get faster and more reliable insights on various market segments, trends, and competitors.

Automate and improve support: We have our Zia chatbot for chat support, which has helped bridge the gap between end users and our IT service desk. As the first point of contact, Zia has helped reduce the response time for our service desk team. However, we can't deny that our service desk agents have an edge over the chatbot as customers prefer human interaction.

Combining chatbots with ChatGPT, our IT admins can trigger personalized messages in chat to their users in record time. Embedded bots can read through the knowledge base and suggest answers to help our service desk agents provide extensive support. This can save us hours of work while retaining the human element in support functions. ChatGPT can enhance our support personnel's work with two of its most powerful capabilities: generating content and summarizing data.

Use case: Let's take the life cycle of an IT support ticket. For example, a user's device is broken and they have requested a replacement.

Generate responses: Our technician can generate personalized responses to users with Zia and ChatGPT. ChatGPT can read the user's queries and interpret and generate responses for the technician in cases of recurring tickets from the same user. ChatGPT can help the technician tailor responses based on the user's emotion and their queries during each interaction. Doing this can add a personal touch to the interaction, save time and effort, and ensure end-user satisfaction.

The above scenario can also be replicated during chat support. ChatGPT can send personalized responses as shown below:

Summarize data: After facing recurring issues, the user requests a device replacement. However, the technician has to get the approval of the user's reporting manager for a device replacement. The technician can input the history of interactions with the user and get a summary of the issues related to the faulty device. A summary of the interactions can speed up decision-making and make the approval process easier for the manager.

ChatGPT can also help:

• Sales teams craft personalized cold emails to prospects.
• Marketing teams generate topic ideas based on the features of their offerings.
• Admin teams negotiate terms of agreements with vendors, create new proposals, scrutinize aspects of the current proposal, etc.

Transcribe audio and video: Our IT and business teams can find great value in GPT4 as it supports multiple languages. All our recorded meetings can be transcribed into easily consumable, bite-sized recordings. Similarly, we can convert our voicemails into transcripts and summarize them for easier consumption.

Improve troubleshooting: Our IT knowledge base has information-rich articles that provide solutions and work-arounds for our IT issues. ChatGPT can enhance that knowledge base by bringing in a wide range of specific guidelines, from fixing a router to solving complex network problems. For instance, let's say an IT admin refers to our knowledge base for a solution on how to fix a router. ChatGPT can expand the database with an even wider range of solutions for that particular issue as well as related issues.

Generate, verify, and improve code: Our software engineers can use ChatGPT in combination with our inventory of tools to verify code for errors. Furthermore, they can analyze fragments of code to dig deeper into the security aspects. Overall, ChatGPT can recommend better coding techniques and enhance existing code.

The shortcomings

ChatGPT is still work in progress and currently has limitations as listed below:

Intuitive capabilities

While ChatGPT can mimic human behavior, it cant give the experience that humans can. We believe that human intuition greatly helps in decision-making at our enterprise. Be it exploring a new market segment, handling a disgruntled employee, or even making administrative decisions, we value human intuition over AI.

Create original content

ChatGPT was trained on a data set before 2021. The content generated by ChatGPT cannot touch readers emotionally on the same level as humans can as it lacks expression.

True thought leadership content is generated based on information and insights not readily available on the internet. This explains why ChatGPT can’t create true thought leadership content.

Communicate effectively

ChatGPT can generate human-like messages for our workforce and summarize large amounts of data. However, ManageEngine's growth has been fueled by the ability of our workforce to communicate well internally and with our customers. We understand the nuances of human interaction, and this enables us to communicate deeply. ChatGPT cannot mimic the ability to communicate with human empathy.

Think critically

ChatGPT's generative capabilities are heavily dependent on the set of data it was built on. It can summarize information and help our people with decision-making, but it lacks the ability to think critically. We encourage our employees to think critically and make informed decisions—and that's something ChatGPT can't facilitate.

The way forward

We've provided you with our perspective on ChatGPT's capabilities as well as its shortcomings. However, it is imperative that you know how to use it effectively as a professional.

Here's how you can do it:

• Understand its capabilities in correlation with your work: While you can offload some of your responsibilities to ChatGPT, you can't completely rely on it. It's best to fully explore how it can enable you to work better and use it wisely.
• Learn how to use prompts: ChatGPT's results are only as good as your prompts. The more accurate and specific your prompts are, the better you can put them to good effect. For example, rather than asking ChatGPT to generate a thank you email, you can include details of the receiver, the emotion you want to convey, the tonality, and other details for a better response.
• Develop skills beyond ChatGPT: This is a no-brainer. We discussed what ChatGPT can't do, and most of it comes down to a person's core capabilities. Original creativity, communication skills, and your ability to think creatively are some of the traits that no AI tool can take away from you.

Final words

We see ChatGPT as a great add-on to our existing AI capabilities, and we are actively working on how we can further enable our workforce to take advantage of the tool to bolster their productivity.