ChatGPT: how can AI improve customer service for brands?
ChatGPT has been creating a buzz since its release in late November.
It only took 5 days for ChatGPT to reach 1 million users... But beyond the impressive number of reactions it has generated in the tech and media sphere, what is remarkable is to see the type of people who have been touched by its release. On the one hand, tech or AI specialists who are not the type to get excited about the latest innovation or startup, and on the other hand, people completely outside this circle who are already starting to use ChatGPT in their daily lives.
How to explain this buzz? We can identify 4 factors that demonstrate that ChatGPT is incredibly powerful:
The quality and robustness of the proposed model
The simplicity of use
Its openness
The credibility of OpenAI
At this stage, ChatGPT excels in its ability to interact naturally and to manipulate and transform conversational data. It can therefore be extremely effective for solving problems where there is no single correct answer expected (creative uses, creating summaries, rephrasing, searching...), and/or where the answer can be easily verified (mathematics, code creation or review, or any other use case involving human intervention).
We can already imagine many use cases that OpenAI technologies will accelerate and improve:
Identify repetitive questions asked by customers, in order to better understand their expectations
Improve the performance of chatbots in resolving these questions, in particular by using data from knowledge bases, and thus offer better conversational assistance in self-service
Suggest answers automatically to advisors, to speed up message composition
Provide summaries of past interactions to advisors and managers to accelerate understanding of customer context
Reduce the training time required to correctly detect visitor intent
Accelerate and improve the training of customer support teams, by equipping them with "conversational coaches"...
These very concrete use cases will have a significant impact on increasing the productivity of customer support teams which I believe will gradually see their mission transformed into a role of AI-assisted supervisor and super advisor intervening in conversations that require the creation of a strong emotional bond with the customer
However, it is important to put things in context: as powerful as they are, ChatGPT technologies also have their limitations. They must be integrated into a global conversational strategy and solutions to meet the scalability and operational excellence challenges brands are aiming for.
How do you integrate AI into your customer service?
As a reporting tool, which automatically generates a summary of the interactions a customer has had with the brand. These AI-powered summaries are then displayed to the advisor when they receive a new conversation (following a transfer, for example), allowing them to understand the customer's context and issue much more quickly. This also speeds up the note-taking and closing processes that often take precious seconds for advisors during each conversation.
To suggests answers to advisors, in response to the customer's questions, to help them solve the problem more effectively.
Want to start implementing AI in your customer service? Contact us!