How OpenAI’s Organizational Problems Hurt ChatGPT

Over the past year, some OpenAI staffers noticed a concerning change in the way people who used ChatGPT were reacting to improvements in the chatbot.

In prior years, every time OpenAI made a big upgrade to the artificial intelligence that powers the chatbot, usage surged as people easily found ways to get useful responses out of it, one employee said.

But even as ChatGPT attracted more users this year, improvements to the underlying AI model’s intelligence—and the in-depth research or calculations it could suddenly handle—didn’t seem to matter to most people using the chatbot, several employees said.