What is our primary use case?
ChatGPT is used to write terminal scripts for Macintosh for remotely renaming a machine based upon a formula. We use it to remotely create users through remote terminal commands so we don't have to remote into the user's computer and interrupt their workflow. We're remoting in, but we're doing it through the terminal so it doesn't bother them. We use ChatGPT also to write scripts on Windows computers to rename the computer, to restart programs that are frozen, and to install programs.
For general troubleshooting, we use it to look up possible answers for a problem. It speeds up the process, whereas the previous model was that a customer would call up on a phone and you would ask them numerous questions and tell them what to type and hope they could fix it. Then it moved to where the internet came and you would go to a forum. After forums, it got to a point where you actually have your own website with your own facts and knowledge bases and look up an answer. Then it got to where Google started categorizing everything, so everybody would just go to Google and type in a question and hope an answer pops up.
ChatGPT makes it quicker to find the information. You still have to verify it works and it's accurate, but you've always had to do that because the information could be old and you don't realize it.
ChatGPT is writing the basic script to do functions. A 40-line script to do something, ChatGPT might write in 15 seconds, where it might have taken me 15 minutes before. It's allowing me to do my job quicker, which lets me help customers quicker, which lets nobody have to stay late at work, either me or them.
What is most valuable?
ChatGPT has positively impacted my organization. It's given some employees who normally aren't programmers the ability to quickly generate programming code that does something, and then they can look at it and get an idea of what it does. It's helped them learn quicker and it hasn't replaced their tedious skill set in some cases, but it has improved their knowledge in other ways. It's just as the keyboard didn't negate people's ability to communicate, it just made everybody's handwriting consistently the same, versus writing with a pencil.
What needs improvement?
There are areas where ChatGPT can still improve. If you ask it the same question twice, it gives you a slightly different answer, which even a human being does unless it memorizes something. As information changes, ChatGPT is obviously going to do it differently, slightly different each time. If you ask it to, the more simple your question is, the more chance you're going to get multiple answers. For instance, if you tell it to draw a green box with a white circle, it might make it bigger or smaller or one shade of green versus another. The more specific your query is, your question, the better the result you're going to get.
ChatGPT is kind of already getting better, so just continuous improvements are needed.
For how long have I used the solution?
I have used ChatGPT for about a year or six months.
How are customer service and support?
I haven't had to deal with support for ChatGPT. Generally speaking, I usually don't even call support people, since I'm a support person.
How would you rate customer service and support?
How was the initial setup?
All we did was sign up for ChatGPT and just started typing in and using it and seeing what happened. I haven't really paid too much attention to documentation on it.
What's my experience with pricing, setup cost, and licensing?
ChatGPT has been reasonably priced for us. Originally, we used the free version and then determined it was nice to be able to do the features saving your queries and looking up all the answers you need throughout the day. As we've relied on it more, then we are willing to pay for it, because otherwise, the free version runs into a limit to where it states, "You can't do any more questions today, you have to wait till tomorrow."
Which other solutions did I evaluate?
ChatGPT is the one that we go to use as a standalone product. The Copilot we use basically when we're only inside of Windows. The other one we use in SuperOps, that's our MSP software. It actually builds a local language model of all our service tickets. It's leveraging the AI concept to build a model to where when we search a ticket for a printer problem, it searches all our tickets across all our customers to find the answer we may have already done and then build an answer. It's constantly learning on our internal documentation.
It keeps our privacy because if we were using ChatGPT, there's no way for us to feed in all of our customers' information and keep it private; it would go to the entire model for everybody out there. The internal one we're using with SuperOps is built using a special tier to where all your data is inside and protected. It's not shared with any other users of the software. There is a level you can do that with ChatGPT, according to my understanding, but we don't pay for that level.
What other advice do I have?
I haven't seen if ChatGPT is used with AWS; I haven't bothered to see what their back end is.
We purchase ChatGPT through SherWeb, S H E R W E B, and we purchase through Pax8, P A X and the number eight.
I would rate ChatGPT an eight out of 10.
Disclosure: My company does not have a business relationship with this vendor other than being a customer.