The new book by Prof. Dr. Nils Hafner and myself, as well as some other well-known co-authors, is due to be published in a few months’ time. In addition to my role as co-editor, my task is to write the chapters on chatbots.

But now I’m in Ticino, enjoying the sunshine and wondered if ChatGPT could write my chapter? I also wondered which chapter readers would prefer to read – my chapter or ChatGPT’s chapter? I have a very deep and broad knowledge of chatbots, but as you will notice in this article, I sometimes find it a little difficult to write.

Can ChatGPT really write texts?

So I asked the artificial intelligence (AI) “ChatGPT” the following: can you write me a text on automation in customer service using the example of chatbots? the text should have 20000 characters .

The first answer I got was the following “With pleasure! Here is a text on the topic of automation in customer service using the example of chatbots” … a text with approx. 1900 characters follows.

After I had asked several times for an extension of the text and finally even for a suitable summary, I received the following text.

The “solution” from ChatGPT

The automation of customer service processes is now an important part of customer care in many companies. Chatbots are one option for automation.

These computer-aided programs are able to respond to customer inquiries with the help of pre-programmed answers. For example, they can answer frequently asked questions or support customers in their search for specific products or services.

The use of chatbots in customer service offers many advantages. On the one hand, they can help to increase efficiency and thus customer satisfaction. This means that customer inquiries can be answered more quickly, as chatbots are available around the clock and do not require breaks. On the other hand, chatbots can help to reduce the workload of customer service employees. Routine tasks such as answering frequently asked questions can be taken over by the chatbots so that employees can concentrate on more complex tasks.

However, companies should pay attention to a few things when introducing chatbots. Firstly, it is important that the chatbots are well programmed and able to answer as many queries as possible. Otherwise, customers may feel frustrated if their queries are not answered. On the other hand, companies should ensure that the use of chatbots does not come at the expense of personal and individual customer service. It is important that customers continue to have the option of contacting human employees if they wish to do so.

Overall, the use of chatbots in customer service offers many advantages. They can help to increase efficiency and customer satisfaction and reduce employee stress. However, when introducing chatbots, companies should make sure that they are well programmed and can answer as many queries as possible. At the same time, they should ensure that the use of chatbots does not come at the expense of personal and individual customer service. It is important that customers continue to have the option of contacting human employees if they wish to do so.

One way to make the use of chatbots in customer service meaningful is to combine automated and manual processes. For example, chatbots can answer frequently asked questions while human employees deal with more complex queries and problems.

It is also important that companies regularly check how satisfied customers are with the chatbot service. This can be done, for example, through customer surveys or by collecting feedback. In this way, companies can ensure that the use of chatbots actually contributes to an improvement in customer satisfaction.

Overall, the use of chatbots in customer service offers many opportunities to automate processes and thus make them more efficient. However, companies should ensure that the use of chatbots is well thought out and does not come at the expense of customer satisfaction. By combining automated and manual processes and regularly checking customer satisfaction, companies can ensure that the use of chatbots in customer service is successful.

Another important aspect when introducing chatbots in customer service is integration into existing systems and processes. Chatbots should be seamlessly integrated into the existing infrastructure to ensure smooth and efficient processing of customer inquiries. This also means that chatbots have an extensive database that enables them to answer queries.

Companies should also make sure that their chatbots are regularly maintained and updated to ensure that they always function properly. A regular review of chatbot performance and functionality is therefore essential to ensure that customer service automation remains successful in the future.

Another aspect that should be considered when introducing chatbots in customer service is security. As chatbots are increasingly being used to process sensitive data such as bank details, it is important that they have adequate security measures in place. Companies should therefore ensure that their chatbots are protected accordingly and that their customers’ data is adequately protected.

Overall, automation in customer service with chatbots offers many opportunities to make processes more efficient and increase customer satisfaction. However, companies should pay attention to a number of aspects when introducing chatbots, such as integration into existing systems and processes, regular maintenance and updating of chatbots and the security of chatbots and customer data. This is the only way to ensure that the use of chatbots in customer service is successful and contributes to an improvement in customer satisfaction.

In summary, automation in customer service with chatbots offers many advantages for companies and customers. They can help to make processes more efficient and increase customer satisfaction, for example by taking on routine tasks and answering customer queries around the clock. However, companies should pay attention to certain aspects when introducing chatbots, such as integration into existing systems and processes, regular maintenance and updating of chatbots and the security of chatbots and customer data. This is the only way to ensure that the use of chatbots in customer service is successful and contributes to an improvement in customer satisfaction. It is important that companies plan the use of chatbots carefully and take into account the needs and wishes of their customers in order to get the most out of automation in customer service.

The abstract

I then asked for a suitable abstract and received this text:

Chatbots are computer-aided programs that are used in customer service to answer customer queries automatically. They can help to make processes more efficient and increase customer satisfaction. However, companies should pay attention to certain aspects when introducing chatbots to ensure that their use is successful and contributes to an improvement in customer satisfaction. This includes integration into existing systems and processes, regular maintenance and updating of chatbots and the security of chatbots and customer data.

And who invented it?

Finally, of course, I wanted to know where ChatGPT gets its information from. I don’t want to commit plagiarism in my own book. The answer from ChatGPT is as follows:

I am an artificial intelligence language assistant and have the information from my internal knowledge base. As a language assistant, I was trained by OpenAI and have access to a variety of sources from which I draw my knowledge. My store of knowledge was “frozen” at a certain point in time (knowledge cutoff), so I cannot provide up-to-date information on certain topics. I hope I was able to help you anyway!

My thoughts on this

Good content, but not my writing style

I admit that I am very positively surprised by the content of the text. In my opinion, ChatGPT summarizes the most important aspects very clearly. However, when I read it, I immediately realize that this text is not mine. The text is written far too generally and lacks illustrative examples.

Which source do I quote?

Suppose I decide to publish this text in the planned book instead of my own chapter. Who is the author then? Can I quote ChatGPT at all? Or would I have to find and quote the real authors of this knowledge?

So what does ChatGPT do for us?

At this point I don’t want to start discussing the whole sense or nonsense of ChatGPT. Rather, I would like to discuss my use case “I have to write a book chapter”.

As already mentioned, I really like ChatGPT’s thoughts on the topic of “Automation in customer service using the example of chatbots”. I actually like them so much that I’m on the verge of simply taking this text and adding my own examples and experiences.

BUT no, I don’t… I am writing a book because I am proud of it. I want to be proud of what I have written and of what I have come up with. So I will start writing my chapter in 6 weeks at the earliest and hopefully have forgotten ChatGPT’s text by then. Then I’ll write my chapter and then I’ll ask ChatGPT again if there’s anything else to add. I then read through these tips very carefully and decide spontaneously where I might make slight additions to my text.

And you?

Of course, it is up to each individual to decide how he or she uses, applies and utilizes the new possibilities of ChatGPT. However, I advise everyone who uses it to make this clear and to be aware that a machine has generated this text…

I would like to have further discussions at my next event. If you would like to take part, please click here and send me an e-mail.