ChatGPT has taken the world by storm since its launch in November 2022. A quick search for ‘ChatGPT’ on Google yields approximately 775,000,000 results, surpassing ‘Bitcoin’ with its respective 555,000,000. Additionally, ChatGPT has set a historical record for having the fastest-growing user base. Now, the question arises: how can businesses harness the power of ChatGPT to enhance their customer service? This article presents valuable tips for optimising the utilisation of this renowned chatbot.
But first, what is ChatGPT?
ChatGPT was developed by OpenAI and is an advanced form of artificial intelligence (AI) used to communicate with humans about everyday topics based on the information it finds online. The bot uses GPT technology (Generative Pre-trained Transformer), which is a type of learning algorithm used to generate natural language. By analysing vast amounts of text, ChatGPT is trained to understand human language and respond to questions.
What sets this chatbot apart from traditional ones is that traditional chatbots use pre-defined answers to respond to inquiries, while ChatGPT understands the context of the conversation and responds in a more natural way based on knowledge from the internet.
It is important to note that ChatGPT can produce answers and texts that may appear correct objectively, but upon closer inspection, they may not always be accurate. It can usually answer general knowledge questions accurately but can easily provide misleading answers on more specialised topics. Additionally, there may be situations where the chatbot does not understand the question being asked, leading it to guess what is meant and respond accordingly. It is, therefore, important to evaluate the answer provided by the chatbot.
Four ways you can use ChatGPT in customer service
ChatGPT can quickly and efficiently assist you in answering questions, creating press releases, writing romantic love poems, or compiling a healthy dinner recipe, to name a few use cases. But how can ChatGPT be used in customer service? We look at some ways your business can utilise ChatGPT and the benefits it can provide.
- Translating and responding to inquiries in different languages: For companies that have customers in multiple countries, ChatGPT can be used to support employees in translating and responding to incoming inquiries in different languages. The great thing about ChatGPT is it’s much stronger than other well-known translation tools thanks to its extensive training on a wide range of multilingual data, allowing it to associate words, phrases, and sentences across languages and generate accurate translations. In fact, ChatGPT has a 96% quality compared to human translations!
- Crafting responses and messages for your agents: ChatGPT can be used to analyse customer data and extract information from customer conversations to suggest relevant responses for agents. Based on the data, the bot can generate customised and personalised messages that suit the customer’s preferences.
- Providing personalised and empathetic customer service: ChatGPT can suggest messages and texts based on desired mood and tone. For example, you can ask ChatGPT to suggest a response to an inquiry in a formal manner by requesting the chatbot to write a formal text. Similarly, you can ask the chatbot to write a message with a happier and more pleasant tone. This way, you can tailor the texts to fit the customer interaction.
- Assisting with general text tasks: ChatGPT can assist with general contact centre tasks by handling routine and repetitive inquiries, allowing human agents to focus on more complex and specialised customer inquiries that require a human touch. ChatGPT can provide accurate and efficient responses to frequently asked questions, such as account information, product details, or basic troubleshooting. By automating these routine tasks, ChatGPT frees up agent time and resources, enabling them to deliver a higher level of customer service and address inquiries that demand human empathy, problem-solving skills, and critical thinking. This division of labour optimises operational efficiency, enhances customer experience, and ensures that customers receive prompt and accurate support for their unique needs.
In other words, ChatGPT can contribute to streamlining how businesses handle customer service today. By harnessing this technology, companies can free up a lot of time for their employees and ensure that customers receive prompt and efficient support. This will help enhance the customer experience and satisfaction as customers receive quick and personalised assistance.
ChatGPT: Additional limitations
In addition to all the areas where ChatGPT can streamline businesses’ customer service operations, there are some limitations to the chatbot.
As mentioned, the chatbot may produce incorrect answers based on the question posed. Furthermore, there is an ongoing discussion about the chatbot’s lack of understanding of ethics and morals, which can affect the responses it provides. OpenAI has implemented a moderation API to block certain types of content to prevent such occurrences. However, it is important to view the chatbot’s answers with a sceptical eye.
There are also many discussions regarding the security of the chatbot. Some express concerns about the potential leakage or misuse of sensitive information. OpenAI suggests avoiding sharing sensitive information with the chatbot.
As with all online services, it is important to take certain precautions. By implementing ChatGPT correctly, the chatbot can help streamline tasks and increase agent and customer satisfaction. We look forward to following the development of ChatGPT and other Large Language Models.
Would you like to learn more about ChatGPT?
Watch our Riding the wave: How ChatGPT is revolutionising customer service in the age of AI webinar recording, where Puzzel’s CTO, Thomas Rødseth, explains how the chatbot works and the benefits for contact centres.
