Use of ChatGPT in customer service can proficiently stimulate human language and respond to customer queries well, but with a lack of knowledge, it cannot resolve the buyer’s complex demands.
The adoption of ChatGPT in customer services is bringing about a revolution in business communication, which can have far-reaching impacts, and potentially revolutionize how companies interact with their customers and employees. Customers now expect companies to adopt an omnichannel approach that is fast, frictionless, and has satisfying outcomes. Here are some possible opportunities & limitations of ChatGPT in customer service:
Opportunities of ChatGPT in Customer Service
Sometimes human customer support representatives take time to resolve customer queries. ChatGPT in customer service will help the human agent with some suggestions based on user bases. With ChatGPT, companies can also connect with customers in a unique way and formulate a prompt, summarized conversation, enhancing customer agent productivity with immediate context and responses to customer queries.
ChatGPT in customer services can help companies as it offers general guidance and proactively warn agents to pay attention to some aspects of the incoming customer message. Customer support teams invest much time in categorizing inquiries received, grouping them according to their relevance, and identifying the root causes of issues.
By learning from previous categorizations and generating new, more reliable categories, AI systems can significantly reduce the time required for this task.
Also Read: Possible Failures of ChatGPT
Monitoring customer service consistency and quality as it grows in volume, is challenging. Exceptional at evaluating customer interactions and spotting any inconsistencies in agent responses, companies can leverage ChatGPT in customer service as it has excellent judgment. ChatGPT’s AI techniques can help to evaluate the customer query and resolve it with useful data as well as its smart sentiment analysis capabilities.
Concise Summary of Information
By adding ChatGPT to customer service, companies can save the time of the teams as ChatGPT avails helpful summaries automatically and claims to offer a concise summary of long discussions, using AI tools to review known data.
Adding ChatGPT in customer service helps businesses offer customers consistent responses to their queries, ensuring that customers have relevant information irrespective of whom they interact with.
By including ChatGPT in customer service, companies can serve their customers 24/7, reduce the requirement for human customer service agents, and helps businesses to operate outside of regular business hours.
The generative AI, in customer service ChatGPT can help businesses generate text from a prompt, which can transform FAQ Chatbots. With the help of generative AI, chatbots can be updated with changing content frequently, as it trains the chatbot to locate pertinent articles and generate content in the proper context offering quick response and a high level of self-service.
ChatGPT helps companies collect data based on parameters such as customer behavior, preference analysis, and AI interaction without human intervention. Based on these customer insights, companies can improve their website designs, products, marketing campaign implementation, and requirements of the new products as per customer feedback.
By drawing resemblances between ChatGPT and the Internet, the future of ChatGPT in Customer service will be the infrastructure around which industries like BFSI, retail, e-commerce, hospitality, etc., will strengthen their base in conversational engagement interfaces.
Limitations of ChatGPT in Customer Service
Even though ChatGPT skillfully solves queries quickly, its knowledge needs to improve at the time of complex queries; instead, it fills in the gaps. Sometimes, companies can only rely on ChatGPT for correct responses. But, even if it sounds plausible, ChatGPT can hamper customer satisfaction by availing accurate information that could be more helpful and enjoyable for buyers. The lack of rational conversation hampers customer experience.
Guy Hanson, VP of customer engagement at Validity, says–
“Although ChatGPT is extremely advanced, like any technology, it has its restrictions. Essentially, ChatGPT is still machine learning which means it doesn’t necessarily understand all the questions it’s asked. While ChatGPT is capable of processing huge amounts of data to produce its output, it doesn’t always necessarily understand the context that might make that output successful or not. We saw a great split test recently where a family-owned truck dealership decided to test the effectiveness of human-generated copy vs. AI-generated copy (using ChatGPT) on their website.”
As brand alignment is crucial for customer experience, including ChatGPT in customer service, risks the importance of enforcing brand safety. If customers get to know they are conversing with artificial intelligence, they might trick the AI model into a way to respond inappropriately, which can cause a threat to brand safety. Thus, ChatGPT needs to understand company policies & should be able to quickly adjust itself as per those policies through an external policy engine.
The high complexity of business systems requires companies to measure their marketing performance, especially as prompt; therefore, underlying extended language form content needs to be updated and improvised with time. There is a need for industry-standard tests to measure the performance of generative AI models. The usage of ChatGPT in customer service cannot ensure that the working AI models operate as intended across the expected tasks. Therefore, companies need to test which can deploy into production, and a mechanism and process to measure improvements and regressions need to be designed.
Interactive System with Generative Text Layer
Depending on the request, ChatGPT can respond in a variety of ways. The results of posing the same query in two distinct ways can be substantially dissimilar. The prompts one provides to ChatGPT must be accurate because of this. Prompt Engineering is a new field developing to deal with this problem. ChatGPT would produce cues in the most optimal format to comprehend and respond appropriately. Therefore, ChatGPT might become a challenge for customer experience, when used in customer services.
Future of ChatGPT in Customer Service
Even though ChatGPT impresses customers with its plausible natural sounds, its statement sometimes needs to be more accurate. Therefore, the trust issue will always be there. However, there seems to be no slowdown for the innovative applications of ChatGPT in marketing, and despite these issues, it is being adopted for customer support, globally.
Unsurprisingly, Hanson adds, “That said, we’re already seeing significant uptake. Email marketers are exploring opportunities around content creation and image production. CRM administrators (e.g., Salesforce) are using it for the creation of formulas and validation rules. There are data quality applications for tasks like anomaly detection, relevance assessment, and filling in gaps in data sets. Possibly the most significant potential impact is the news that Microsoft has plans to integrate ChatGPT into its Bing search engine. This is already being spoken of as a “Google killer” and could massively change the way we search for content on the web and all the monetization that has been built around the search industry.”
ChatGPT will not replace human intelligence in customer service as this AI model is still in the improvement stage and would require enhancing language models and the interface inevitable to become part of the customer service experience in the future.