"Unveiling the Future: GPT-4 and Building Customer Experiences"



Aug 14, 20233 min read


"Unveiling the Future: GPT-4 and Building Customer Experiences"


Artificial intelligence has come a long way, and the development of large language models like GPT-4 has sparked both excitement and skepticism. In this article, we will explore what to expect from GPT-4 and how it relates to building customer experiences. By examining the limitations and potentials of GPT-4, we can gain valuable insights into the future of AI and its impact on user behavior.

Understanding GPT-4's Advancements:

GPT-4 is anticipated to be smarter than its predecessors, thanks to its larger parameter size and more extensive training data. However, despite its advancements, GPT-4's internal architecture remains problematic. It lacks the ability to construct internal models of how the world works and understand abstract concepts. As a result, it may struggle with longer and more complex scenarios, leading to unreliable outputs and fluent hallucinations.

The Perils of Misinformation:

One significant concern regarding GPT-4 and similar models is the risk of generating false information. While GPT-4 may excel in solving specific benchmarks, it still lacks the reliability and completeness required to provide trustworthy medical advice or accurate information. This poses a challenge in combatting the spread of misinformation, as these models can create plausible-sounding yet false narratives. The need for critical evaluation and fact-checking remains essential.

The Challenge of Alignment:

The concept of "alignment" between human desires and machine behavior is a crucial yet unsolved problem. GPT-4, despite its advancements, cannot be solely relied upon to bridge this gap. While large language models like GPT-4 may play a role in the eventual solution, they are only a part of it. Achieving true alignment requires a deeper understanding of user needs and motivations, which can only be achieved through thorough user research and analysis.

Building Customer Experiences: Insights from Airbnb:

Shifting our focus to customer experiences, we can draw valuable lessons from Airbnb's approach. When building features or products, understanding user behavior and motivations is crucial. By questioning how users behave and what they aim to achieve, product managers can drive meaningful changes. It is essential to prioritize features based on timelines and the overall shipping goal, ensuring a user-centric approach.

Driving User Behavior Change:

To truly make an impact, product managers should aim to change user behavior. This goes beyond simply adding features or completing tasks. The ultimate outcome should be to solve user problems and drive meaningful behavioral changes. Participating in open discussions, seeking mentorship, and identifying relevant metrics can help product managers align their efforts with the desired user outcomes.

Actionable Advice:

  • 1. Prioritize user research: Invest time and effort in understanding your users' needs and motivations. This will enable you to build products that truly address their pain points and drive behavior change.
  • 2. Focus on meaningful outcomes: Shift your perspective from individual features or tasks to the ultimate outcome you want to achieve for your users. By identifying and driving meaningful behavioral changes, you can create lasting impact.
  • 3. Continuously learn and adapt: Stay updated with industry trends, participate in discussions, and seek mentorship. Constantly strive to enhance your product management skills and identify metrics that truly matter for your users' success.


As we look towards the future of AI with GPT-4 and building customer experiences, we must have realistic expectations. While GPT-4 may exhibit advancements, it still falls short in understanding the world and may produce unreliable outputs. By combining insights from GPT-4's limitations and the user-centric approach of companies like Airbnb, we can navigate the evolving landscape of AI and create impactful customer experiences.


  1. "What to Expect When You’re Expecting … GPT-4", https://garymarcus.substack.com/p/what-to-expect-when-youre-expecting (Glasp)
  2. "Building Customer Experiences With Airbnb Global Product Lead", https://productschool.com/blog/product-management-2/building-customer-experiences/ (Glasp)

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