ChatGPT on Customer Service
ChatGPT reached a million users within first five days of its launch. Just for context, Facebook took abvout 10 months, twitter about 2 years, spotify – 5 months and Netflix took about 3.5 years to acquire 1 million users.
ChatGPT frenzy has taken the town by storm and CX-ville is no exception. There are industry experts who are have declared ChatGPT (and similar services) to alter the future of how we work for good, while a few view it as a parlor trick.
Sam Altman, CEO OpenAI modestly puts across:-
The system is an early demo of what’s possible. Soon you will be able to have helpful assistants that talk to you, answer questions, and give advice. Later you can have something that goes off and does tasks for you. Eventually, you can have something that goes off and discovers new knowledge for you.
So we decided to take a dip in ChatGPT pool ourselves to figure things out. We wanted to find out its relevance in its current version and guess who did we go to for this? Yes, you guessed it right, ChatGPT itself!
We asked Open AI the question, “How is ChatGPT useful for contact center professionals”
- Automating repetitive or simple tasks: ChatGPT can be trained to handle frequently asked questions, freeing up human agents to focus on more complex interactions.
- Enhancing customer service: ChatGPT can provide quick and accurate responses to customer inquiries, improving overall customer satisfaction.
- Handling high volumes of traffic: ChatGPT can handle multiple simultaneous conversations, helping to alleviate the strain on human agents during peak traffic periods.
- Improving agent efficiency: ChatGPT can assist agents in providing relevant information and guiding customers through the resolution of their issues.
- Providing 24/7 availability: ChatGPT can be available to assist customers at all times, providing assistance outside of regular business hours.
- Multi-language support: ChatGPT can be trained to handle customer interactions in multiple languages, expanding the reach of the contact center.
- Personalization: ChatGPT can be trained to personalize the interaction with each customer, providing more human-like experience.
- Analyzing customer data: ChatGPT can analyze customer interactions and provide insights on customer needs and preferences, helping to improve the overall customer experience.
Limitations
When you ask it to respond to “what are ChatGPT limitations for customer service professionals in contact center industry” it says,
- Complex problem-solving: ChatGPT may not be able to handle more complex or nuanced customer issues, and may require human intervention.
- Lack of emotional intelligence: ChatGPT may not be able to fully understand and respond to the emotional needs of customers, which is important in customer service interactions.
- Limited understanding of context: ChatGPT may not be able to fully understand the context of a customer’s inquiry, which can lead to confusion or frustration for the customer.
- Limited personalization: ChatGPT may not be able to fully personalize the interaction, providing less human-like experience.
- Limited Multitasking: ChatGPT may not be able to handle multiple interactions at the same time, which could lead to delays in response time.
- Limited understanding of customer history: ChatGPT may not be able to remember or keep track of customer history, which could lead to repetitive or irrelevant responses.
- Limited understanding of voice and tone: ChatGPT may not be able to understand the tone of the customer, which could lead to misunderstandings or misinterpretations.
- Limited understanding of human behavior: ChatGPT may not be able to understand human behavior, which could lead to providing irrelevant or inappropriate responses.”
Our observation (and apologies for being a little judgmental here) is that there’s certainly a lot of credibility in AI’s conversational capabilities, however like a puerile argumentative lover, it desperately tries to fill in the gaps when it falls short and never admits its limitation(s).
Its strength is feeding it relevant prompts and we did just that!
Before the product matures and goes through its learning curve to resolve more complex use cases in the customer service industry, it can certainly come in handy for contact center leaders to training teams, spurring proactive support and unifying communications.
Some helpful prompts:
1. Prompt for soft skill training.
2. Inputs for creating CQ sheets
3. It can be used by non-coders to automate tasks in Python:
4. Gaining inputs for drafting operational SOP
When we consider AI as a whole, its goals are to enhance and expedite human productivity. The expanding power of machine learning, natural language processing, and language models, as proven by ChatGPT, will probably spur the creation of increasingly sophisticated and affordable AI tools for companies of all sizes. As demonstrated by ChatGPT.
