Why customized dialogues?

Automated customer dialogs, such as newsletters or chatbots, are nothing new for most companies. Furthermore, most companies already have their own blog on which they regularly inform their customers and potential customers about current topics.

What most companies still lack, however, is individual dialog. Newsletters or blogs that are adapted to the target groups in terms of content and language are lacking in the majority of companies. Although a few companies select the content of their newsletters based on individual target group characteristics, only the topics of the mailings are slightly adapted here.

Research and experiments show time and again that dialogs must be target group-specific. The more individually the target group is addressed, the higher the probability of a conversion. In other words, the more a user feels personally addressed by a message, the easier it is for them to build trust in the company or brand.

Why are there so few customized dialogues?

Content production takes time and costs money. It becomes even more expensive when the same content has to be prepared in different variations. This refers to target group-specific preparation.

In addition, many companies do not know their customers well enough. For example, many companies lack precise knowledge about newsletter recipients and their preferences. Or the knowledge about the recipients is there, but the knowledge of how best to communicate with the respective target group is not. Companies do not know which tone of voice or which conversational phrases are best suited to the respective target groups.

How can ChatGPT help with customized dialogs?

ChatGPT not only writes content itself, it can also reformulate content very well.

With the right prompts, i.e. commands, users can ask ChatGPT to reformulate a text and prepare it for a specific target group. The chatbot ChatGPT uses the content provided by the user and the knowledge it has about the specified target group from the Internet.

Below is an example where ChatGPT was asked to adapt the description of the IFZ Insurance Summit 2023 for different target groups.

In the first screen, ChatGPT writes the text for people without much experience in the world of insurance.

In the second picture, ChatGPT addresses its text precisely to insurance experts and CEOs of Swiss insurance companies.

The original text can be viewed here.

Why is ChatGPT so suitable for this application?

Since the launch of ChatGPT, there have been repeated reports about the correctness of the tool. A large number of social media posts show examples in which ChatGPT has given the wrong answer. These are mostly scenarios in which ChatGPT itself should create a “new” text (more on this in this article).

However, when it comes to simply rewriting a text and adapting the tone to the target group, the likelihood of errors in content is virtually eliminated. But the chance that ChatGPT meets the voice of the target group is significantly higher.

Are there any more examples of the relevance of customer-specific dialogs?

The following graphic shows another use case in which the target group-specific query is very relevant for both users and companies. The company tutti.ch repeatedly warns its customers about cases of fraud. With the help of blog posts like this one, the company wants to sensitize its users to possible fraudsters. But how can awareness be successfully raised if users are not addressed personally? With the help of ChatGPT, a large number of text variants can be written in a very short time, so that almost every target group of tutti.ch feels addressed.

ChatGPT texts also for chatbots?

The example above has shown very well how texts from newsletters, blogs or websites can be adapted to the target group. But of course, creating target group-specific dialogs also works with chatbots. The first SaaS solutions already offer an integration of ChatGPT in their chatbot builder. This means that companies can still display the bot’s content based on rules or intent, but the way in which the content is displayed can vary depending on the user and prompt (command to ChatGPT).

What’s next for ChatGPT?

Fancy trying it out for yourself? Or at least to discuss what would be possible and what types of dialogs require a target group-specific request in the first place, then please simply send an e-mail to sophie@hundertmark.ch or a WhatsApp message to +41 78 900 5346.