What is ChatGPT?
ChatGPT is a special chatbot that is based on artificial intelligence and was developed by the American company OpenAI. It stands for “Chat Generative Pre-trained Transformer”. It sounds complicated, but it’s basically a smart computer program that can understand and write text. ChatGPT has been trained to respond to questions and requests and to act like a real conversation partner. It can be used in various applications, such as chatbots that can be found on websites or in other programs. With ChatGPT we can get information, gain creative ideas and get support with various tasks related to writing and understanding texts. I answered the question “What is ChatGPT?” in great detail in one of my last posts.
How does ChatGPT work?
ChatGPT is a specialized form of OpenAI’s GPT (Generative Pre-trained Transformer) language model, which is specifically designed to respond naturally to questions and instructions. GPT is based on machine learning, which is used to create artificial neural networks that resemble the human nervous system. ChatGPT is already well trained and has thus built up a multi-layered network. Using texts with around 500 billion words, the software learned how language works, what the differences are between written and spoken language and how to answer which questions.
How can ChatGPT be used in customer service?
The areas of application for ChatGPT are already extremely diverse and are expected to expand further in the coming months and years. One important area of application in which ChatGPT can already offer considerable added value is customer service. Below are some examples of how ChatGPT can complement customer service.
ChatGPT for the automation of chat dialogs
ChatGPT has had a revolutionary impact on the way chatbots work. With the help of ChatGPT, highly developed generative AI chatbots can be created that conduct natural dialogs and have an extensive knowledge repertoire. Such chatbots are particularly useful in customer service. Thanks to their integration, frequently occurring customer queries can be answered automatically via chat, meaning your customers receive the right answers around the clock. At the same time, customer service staff are noticeably relieved.
ChatGPT for classifying incoming e-mails
Most companies use a contact e-mail address (e.g. contact@), which can be used by customers for all types of inquiries. As soon as a new e-mail is received, it usually has to be classified internally before it can be forwarded to the relevant employees. With the ongoing development of ChatGPT, it is already possible to classify incoming e-mails and forward them directly to the relevant person depending on their content. This saves valuable time and significantly increases the efficiency of customer service work.
ChatGPT for automatic e-mail reply
Just as you can use ChatGPT to automate chat messages, you can also use this tool to automatically reply to emails. If you want ChatGPT to not only classify emails but also reply to them immediately, this can already be implemented today. However, it is important to provide the chatbot with the necessary knowledge and give further instructions regarding the email design using appropriate prompts. In this way, smooth and efficient e-mail communication can be guaranteed.
ChatGPT for creating call summaries
ChatGPT not only demonstrates the ability to summarize texts, but it can also record conversations and create summaries from them. It is essential that the telephone conversation between the customer and the company is recorded and then converted into a written text. ChatGPT can then generate a concise summary of the conversation. By using suitable prompts, you can also give the chatbot instructions regarding the length and design of the summary so that your individual requirements are met.
By the way, when it comes to summaries with the help of ChatGPT , take a look at my last posts – you’re sure to find a few more tips there.
ChatGPT to support the service agents
The previous examples generally show ChatGPT working alone, without the human having any control over the inputs or results of ChatGPT. If this seems too risky, you have the option of using ChatGPT in combination with human service agents. One option, for example, is to use ChatGPT as support for the service agents. ChatGPT is already being used in some customer service departments to suggest reply emails to employees. The employees then retain the power to decide whether they want to adopt these suggestions one-to-one or adapt them. This use case is particularly suitable for departments that want to test the possibilities of ChatGPT in a controlled environment without losing control of the system. I have had good experiences with the solutions from BSI or Unique in recent months. If you would like more insights, please write to me.
ChatGPT for speech or text analysis
ChatGPT can be used to analyze customer feedback and gain important insights. It can understand and summarize feedback comments or ratings to identify trends and patterns. This enables you to make improvements to your products and services and respond to customer needs. If desired, ChatGPT can even formulate responses to customer feedback “autonomously”.
Advantages of ChatGPT in customer service
- Fast response times: The use of AI-supported text models enables a direct response to customer inquiries. And even 24/7 – around the clock. The automated generation of answers enables customers to respond quickly to their questions and concerns without having to wait for manual processing by employees. This leads to shorter waiting times and increased customer satisfaction.
- Availability: By using ChatGPT, companies can offer their customer service around the clock. ChatGPT can provide automated support, even outside regular business hours. This means that customers can receive help at any time of day or night, which is particularly advantageous in global companies with different time zones.
- Scalability: Effective scaling of customer service is made possible. ChatGPT can serve a large number of customers simultaneously without the need for additional human resources. This enables companies to manage their customer service volumes, even at peak times or with high customer volumes.
- Reduced costs: The automation of customer service can lead to cost savings. Companies can use their resources more efficiently as fewer employees are needed to process routine inquiries. This makes it possible to deploy personnel resources for more demanding tasks, while at the same time effectively covering customer service.
Risks of ChatGPT in customer service
Data protection and confidentiality
When ChatGPT is used in customer service, sensitive customer data may be transmitted. It is crucial to ensure that appropriate security measures are taken to guarantee confidentiality and data protection. All employees should be informed about what information they are allowed to share with ChatGPT and what information may only be processed anonymously by ChatGPT.
Misinformation and inaccuracies
Since ChatGPT is based on previous training, it can also provide incorrect information. There is always a risk that customers will be provided with incorrect or outdated information, which can lead to confusion and a negative impact on the customer experience. Well-thought-out testing and the clean creation of training data are crucial to success here.
Conclusion: Using ChatGPT sensibly in customer service
The technology around ChatGPT should not be underestimated by customer service staff either. Used correctly, ChatGPT is a very useful tool for increasing efficiency and productivity in your company.
However, when using ChatGPT in your customer service, it is essential to take data protection and the legal regulations on the use of AI into account.
A “cautious” introduction of ChatGPT in customer service is often recommended. For example, you can start with an Agent Assistant before having ChatGPT automatically reply to all incoming customer emails.
And now? How about a workshop – ChatGPT in customer service
Convinced? Would you also like to use ChatGPT for your customer service, but don’t know exactly where to start? Then how about one of my ChatGPT workshops? Take a look at my workshop offer and I look forward to hearing what you have to say.
