ChatGPT is a revolutionary technology that has undeniably taken the customer service industry by storm. Developed by OpenAI, an artificial intelligence research laboratory co-founded by Elon Musk, it has recently been linked with Microsoft in a multi-billion dollar investment. ChatGPT was created to generate realistic, human-like conversational experiences with conversational AI. This can potentially save time and money, allowing customer service representatives to focus more on complex customer service cases.
Blair Strachan, from customer service outsourcing experts Kura, said: “We believe the advisor of the future is highly skilled with the expertise to resolve any complex problems. People love the ability to get the information they need, when they need it using automation. When things go wrong, that’s why the highly trained adviser will play its part, using empathy and knowledge to put the customers mind at ease. Technology will play a crucial part to remove less complex tasks.”
ChatGPT is known for its ability to handle large volumes of repetitive customer service inquiries, respond quickly and accurately, and even detect and analyze sentiments. Included in the enormous 570GB of data provided by ChatGPT is information from books, webtexts, and other internet sources. This allows customer service teams to quickly categorize incoming queries. Moreover, the tool is able to provide and generate personalized responses for different customers by using their specific data about previous interactions.
However, using ChatGPT isn’t without its risks. As a chatbot, the system may occasionally provide incorrect or damaging information. This could have dire consequences regarding customer satisfaction and company reputation repair. Additionally, organizations must be wary of possible security risks. To avoid phishing, ChatGPT should be used only as an automated chat service and should never be used in way that could possibly mislead customers.
OpenAI, the aforementioned AI research laboratory, has been dubbed the ‘grand disruptive of the decade’ due to its immense potential in the customer service sector. Despite having limitations, the benefits of utilizing ChatGPT technology to perform customer service tasks and provide answers to inquiries far outweigh the pitfalls. Businesses, and specifically customer care specialists, are able to provide an even more personalized service to their customers, save time, and increase overall efficiency. Overall, ChatGPT is proving to be an invaluable asset to the customer service industry.
