The Future Of Window And Glass Industry: How CHATGPT And Ai Are Changing The Game

Nayan Das,  Product Engineering Manager, Dowell Windows

Imagine you're a salesperson for a window and glass company, and a customer walks into your showroom asking for a quote on an energy-efficient window. You start measuring the space and jotting down notes, but before you can even finish, a robotic voice interrupts you: ‘Based on the measurements and specifications provided, we recommend Dowell Windows' ThermaLine™ range with double-glazed, low-e glass and a solar reflective coating. The total cost, including installation, would be competitive and as per industry standards.’

Sounds futuristic? Well, it is a reality that's becoming increasingly common in many industries, much like the way this article was written by blending Human and Artificial Intelligence (AI) capabilities.

The recent release of ChatGPT, a state-ofthe-art AI-based tool, has taken the world by storm. To put it simply, ChatGPT is a machinelearning model that can understand and generate human-like text. It can be finetuned to perform a variety of tasks, such as language translation, question answering, and text summarisation.

In the window and glass industry, it could be used for improving tasks in customer service and support, creating engaging digital content and production reports, and could even be used to complement design and fabrication. The potential is limitless.

However, there are also negative impacts to consider. One major concern is the potential for frustration among customers. Some customers may prefer to interact with a human representative rather than a machine and may feel frustrated if their inquiries or requests are not handled in a timely or satisfactory manner by a chatbot or AI-powered system.

Surely, there are many ways to mitigate the risks associated with these technologies. Companies can have a clear and transparent policy in place that helps customers understand when they are interacting with a machine versus a human. Additionally, companies can provide an option for customers to speak with a human representative if they prefer, or if they encounter problems with the chatbot or AI-powered system. Another approach could be to provide a clear and easy-to-use interface for customers to interact with chatbot or AI-powered systems, to minimise the technical barriers.

In conclusion, the window and glass industry in Australia is expected to experience significant growth in the coming years, with the global market for aluminum windows and doors projected to grow at CAGR of 5.4% to reach US$72 billion by 2026 (study conducted by Research and Markets).1 ChatGPT and similar AI-based tools have the potential to play a crucial role in driving this growth by improving efficiency, productivity, and customisation in the industry. However, it is important to keep in mind that while the expected growth is significant, the integration of AI-based tools should be done in a way that complements the customer experience. By approaching the use of ChatGPT and AI with caution and careful consideration, companies can ensure that the advantages of these technologies are fully realised while providing a positive customer experience.

1 Aluminium Doors and Windows Global Market Report 2022, https://www.researchandmarkets. com/reports/5647048/aluminum-doors-andwindows-global-market-report.