How ChatGPT Can Improve Customer Service
ChatGPT is a popular generative AI tool introduced by OpenAI in 2022 with the core function of generating text. Still, it has many other valuable features that make it a desirable customer service chatbot.
Using an AI tool can help companies more efficiently support their customers and reduce the workload of their staff. In this article, we discuss how ChatGPT can improve customer service and then take a look at its limitations.
What Is ChatGPT?
ChatGPT (Generative Pre-Trained Transformer) is a conversational AI tool developed by OpenAI. It can understand and respond to a wide range of questions and prompts in a human-like manner. ChatGPT is based on OpenAI’s Large Language Model (LLM), an AI tool trained on countless pages of text to read, translate, and summarize so it can generate new sentences by predicting future words.
Moreover, ChatGPT is different from other AI tools because it understands language in context and retains the memory of previous conversations. More importantly, you can ask this chatbot to write poems and produce, summarize, or translate short stories, articles, and other creative content realistically. This tool’s ability to engage in human-like dialogue has captivated the attention of many CX leaders and given rise to its incorporation in customer service organizations. ChatGPT can enhance customer support in various ways we will discuss below.
8 Ways ChatGPT Can Improve Customer Service
Large customer service organizations might receive millions of inquiries each day. An AI tool like ChatGPT can respond to customers and summarize or translate their queries, helping companies support their customers more efficiently. Here is how ChatGPT can improve customer service
1. Responding to Customers via Different Channels
Customers provide feedback to organizations in a variety of ways. For example, they might send complaint emails, contact customer service on social media, or submit a comment on a product review website.
Customer service agents can ask ChatGPT to generate proper responses based on the situation. Users can also customize their messages in a variety of ways. For instance, you can ask ChatGPT to produce a response no longer than 100 words. Here is an example of a ChatGPT-generated response:
Using AI-generated mail and messages saves agents significant time and help them engage with a broader range of customers daily. Also, using ChatGPT to respond to customers’ negative reviews effectively can counter negative feedback and preserve brand reputation.
However, service agents must still proofread the text and apply edits where needed. In addition, ChatGPT has to be trained on an organization’s policies to act within the terms and conditions of the company.
Another benefit of using ChatGPT for answering inquiries is that it can memorize previous interactions with a customer and create a personalized profile for them. This way, service agents can provide support that suits a customer’s needs and preferences.
2. Creating Response Templates
Service agents don’t have to incorporate ChatGPT to respond to every inquiry. Instead, they can ask the chatbot to generate templates for different situations. Below is a sample email template produced by ChatGPT for when a customer has trouble reaching a company’s services:
3. Replacing Simpler Customer-Facing Chatbots
Many companies have been incorporating customer-facing chatbots to respond automatically to frequently asked questions. These chatbots can be programmed to choose from a limited set of predefined responses and reply to specific keywords or phrases. Their answers, however, could be more realistic.
Substituting such chatbots with ChatGPT allows customers to engage in a more natural-sounding conversation even when asking repeated questions. On top of that, OpenAI can provide organizations with an Application Programming Interface (API) to further train and customize ChatGPT and use it to answer questions related to their business.
4. Summarizing Conversations
Customer service agents deal with many inquiries daily, and they must understand every query clearly to provide practical support. However, having to read each question carefully might take immense time and energy on a busy day and reduce the quality of service.
ChatGPT is a great tool for summarizing text thanks to its vast LLM dataset.
Agents can use this chatbot to obtain abstracts of the desired length of any conversation and specify the customers’ issues more easily. Additionally, ChatGPT saves a summary of previous interactions, so agents should omit the customers’ data from any text they want to copy to this chatbot to prevent possible information leaks.
5. Categorizing Inquiries
Another potential benefit of ChatGPT for improving customer service is its ability to categorize content based on various filters. Organizing the incoming queries is a time-consuming task. An AI tool like ChatGPT can sort the customers’ questions into relevant groups based on previous categorizations and help service agents better pinpoint the root of the problems.
6. Translating Conversations
International companies provide services to customers from across the globe and, therefore, receive inquiries in various languages.
ChatGPT supports 50 languages, and service agents can use this AI tool to translate the customers’ questions and responses. This way, an agent does not necessarily need to be fluent in a language to support specific customers.
This being said texts written in spoken language or containing spelling errors can confuse ChatGPT and result in mistranslations. Agents can translate a customer’s question using Chat GPT, and if they find it baffling, refer them to another agent fluent in their language.
Here is a ChatGPT’s sample translation:
7. Assessing Customer Feedback via Sentiment Analysis
Sentiment analysis, also known as opinion mining, is a technique for determining the emotional tone of various content, including text, audio, video, and photo, using Natural Language Processing (NLP), an AI technology allowing machines to understand and analyze human speech.
When trained using an API, ChatGPT can identify a customer’s emotional state from their messages and develop a response that matches their mood.
Also, by analyzing received inquiries over time, ChatGPT can deduce the customers’ overall level of satisfaction and point out trends. This way, organizations can identify if any sector has room for improvement.
8. Powering Virtual Assistant
A virtual assistant can come in handy when service agents are handling multiple inquiries. Companies can train ChatGPT on their databases using APIs and connect it to different departments. A virtual assistant powered by an exclusive generative AI, such as a customized version of ChatGPT, can help categorize customer inquiries, suggest responses, schedule appointments, and summarize long conversations automatically. Moreover, a ChatGPT-powered virtual assistant can serve as a training tool too. When trained on the company’s databases, it can provide new staff with all the instructions they need to have a smooth start.
ChatGPT Limitations
Although ChatGPT appears groundbreaking compared to similar chatbots, it is still being developed and far from perfection. A number of its flaws include:
• ChatGPT sometimes gives incorrect answers: It could be more reliable for answering technical questions or generating academically credible text. It prioritizes providing solutions that sound plausible and does not fact-check them. Therefore, it might promote misinformation.
• ChatGPT’s answers might be biased: Ultimately, the content you get from this AI is as good as the dataset it has been trained on. If the ChatGPT’s inputs are limited or biased, its answers will be too.
• ChatGPT sometimes over-explains: It is trained to cover topics thoroughly and provide the most comprehensive answer. Still, it might not be able to discern between a query about an abstract concept and a simple yes or no question. You might read a wordy essay only to realize your answer is a short no!
• ChatGPT is not a human, after all: As advanced as this chatbot can be, it’s still far from replacing the human touch. It might not understand a subject fully or discern between literal or sarcastic speech. It doesn’t have feelings and cannot generate genuine responses to emotional cues. Lastly, all the answers ChatGPT provides are rearrangements of the texts it has been trained on, not novel insights or real-world experiences.
FAQs
Does ChatGPT have a limit per hour?
No cap is specified on the number of questions you can ask ChatGPT in an hour. However, you might sometimes get an error saying, “Too many questions in one hour. Try again later.” This usually happens to prevent the AI’s servers from overloading. There are several ways to fix this error if you don’t want to wait an hour. You can refresh your browser or clear its cache. Sometimes, simplifying your question can resolve the issue too. You can also use another ChatGPT account or subscribe to ChatGPT Plus. Alternatively, you can use the ChatGPT sidebar, the chatbot’s Chrome extension. Check the ChatGPT servers’ status, though, since they might be going through maintenance.
Is AI content bad for SEO?
It depends. Some businesses rely solely on AI to generate content and rank higher among search engine results without focusing on the quality of their content. In such cases, Google guidelines might identify the AI-generated content as spam. Also, content produced by AI usually lacks creativity and might contain misinformation. However, writers can still implement AI tools to optimize their content for search engines. For example, AI can pinpoint trending keywords in different topics. It can also generate outlines content creators can use to write more effectively.
Can ChatGPT answers be detected?
Yes, it can. According to ChatGPT developers, machine learning models can be used to identify ChatGPT’s writing patterns and language models. Also, any text can be compared to a vast dataset of ChatGPT outputs to check for similarities. Many AI detection apps are developed based on these rules to help you determine content’s originality. SEO.ai, Copyleaks, GTPZero, and Corrector are some popular AI detectors.
What is the future scope of ChatGPT?
With NLP constantly being improved, the functions of ChatGPT will be enhanced and expanded to various industries. More advanced NLP and AI technology means ChatGPT mimics human behavior and understands speech better, so we can expect to engage in more realistic conversations with this chatbot and incorporate it to develop more human-like virtual assistants. Also, there is a rising tendency toward using ChatGPT for writing codes, stories, poems, and songs.