Recent research has found that customers are significantly more satisfied with chatbots developed using Open AI’s ChatGPT AI model than traditional customer support chatbots. Capterra’s online marketplace survey of 1,000 U.S. consumers, as well as retailer interviews, has led us to understand the differences in user experience. 53% of the surveyed consumers who have used traditional retail customer support chatbots rate their overall experience as “fair” or “poor”, compared to the 67% of surveyed ChatGPT users that feel understood by the bot often or always. As a result, it is clear that customers have higher expectations from modern AI-based chatbots than traditional ones.
OpenAI is a company specialising in research and deployment for AI models. One of their most recent inventions, ChatGPT, interacts with users in a natural, conversational style and uses machine learning to continually refine and improve its responses. This AI model has outperformed traditional chatbots with its capability to understand the context and emotional nuances, resulting in stronger customer satisfaction ratings and greater user trust. Furthermore, 56% of surveyed users say they are likely to shop from a brand with such a tool.
However, although younger generations are more likely to find modern AI technology and bots more acceptable compared to those who belong to the older demographics, the consumer trust of such technology in general is still relatively low. This fact highlights the need for further improvement of the AI models, as well as their implementation into customer service technology, so that consumer confidence can be increased.
Given this research, brands are encouraged to adopt ChatGPT and similar AI models to provide better customer service. With the right implementation and design, these tools can help create an efficient and user-friendly customer service experience. Such platforms are expected to continue to improve over time, increasingly becoming more intuitive and comprehending customer inquiries with greater accuracy.
