As customer service evolves, so does AI and ChatGPT. These two technologies no longer just help companies provide automated self-service, but also give customer support agents the tools they need to efficiently and effectively help customers. While some jobs may be lost, customer service agents may not need to be as worried about being replaced as many think.
MTV first aired the Buggles’ “Video Killed the Radio Star” in 1981, and yet, radio and streaming services are thriving today. Similarly, banks deployed ATMs in 1967, yet customer service agents are still present in banks today. To make sure that customer service and customer experience professionals are happy, companies need to use AI, ChatGPT, NLP, and other automated or self-service options the right way. Thanks to these revolutionary technologies, the customer experience is drastically improving. Companies can now easily offer 24/7 availability with intuitive self-service options and an easy connection to a live agent when needed.
ChatGPT, a platform that merges AI and NLP to create a better customer experience, is changing the way contact centers communicate with customers. This platform makes agents’ lives easier by reducing their time spent looking up answers and provides them with what they need in the quickest time possible. ChatGPT is paving the way for automated customer service, so companies can “crush” customer service and improve their customer’s experience beyond anything we’ve experienced before.
Pierre Chemillier is a customer service and customer experience professional and a strong advocate for AI and ChatGPT technology. He has spoken and written extensively on both topics and is helping companies to navigate customer service and customer experience in the age of AI. Change does not always equate to job loss; rather, it can create more customer-friendly services for users.
In conclusion, customer service and customer experience are perennially advancing and staying ahead of the customer’s wishes. AI and ChatGPT have become essential in the customer service industry, not only by helping customers get the answers they need quickly, but also by supporting agents and providing efficient and effective customer service. Companies should take advantage of this technology, so they can “crush” customer service and improve the customer experience.
