Chatbots have become a basic tool used in customer service over the years, however they have not been able to maintain their potential as helpful digital assistants. Common complaints include difficulties in getting simple questions answered and having to repeat the same information to the chatbot. 80% of customers have expressed frustration in chatbot interactions. One new AI system is actively changing the way people have been interacting with chatbots. This AI system is known as ChatGPT, a language-processing system focusing on conversational exchange and tested by a team of experts. It is considered to be the most advanced language-processing system available as it not only answers questions but also holds conversations, offers opinions and is able to learn with continuous repeat interactions.
ChatGPT has a broad range of applications being used for customer experience. With the use of ChatGPT customers can receive personalized, consistent service at scale. ChatGPT’s language processing mechanism is designed to understand natural language even if questions are not worded in a specific way. Its ability to learn and adapt with traditional conversations creates powerful automated experiences for customers. It can also be used to provide insights from customer feedback, create emails and marketing messages, and even conduct web searches and answer queries.
The potential of ChatGPT and similar large-scale AI systems have made vast improvements to customer experience. Companies are increasingly investing in ChatGPT because it is capable to reduce friction, optimize service, and provide custom assistance at scale.
At the forefront of this AI technological revolution is Sharon Klinger, a customer experience futurist, author and keynote speaker. Klinger is the driving force behind ChatGPT and continues to push the boundaries in AI-driven customer experiences. Her expertise is greatly sought after by tech giants across the world and have made her the leading expert in this area, appearing in the World Economic Forum and other important conversations about the impacts of AI.
