ChatGPT is an artificial intelligence tool developed by OpenAI, which provides features such as text generating capabilities for customer service inquiries, summarization, and translation. Unlike simpler chat bots, ChatGPT is designed to understand language in context and remember past conversations. It has various applications for businesses, customer service and even for entertainment.
Businesses can use ChatGPT to improve customer service efficiency and customer-facing chatbots. With ChatGPT, managers can quickly create responses to customer complaints and reviews, personalize customer service replies, summarize inquiries and create virtual assistants. These tools help customer service agents to quickly formulate responses to customer inquiries while using the expected professional and empathetic tone. Additionally, they can dictate the length of the customer responses and translate customer inquiries.
Developers have trained the tool on internet data, however, it contains bias and inaccuracies. Therefore it is important to edit, personalize and fact-check responses before delivering them to customers. It is also important to note that it does not have access to organizations business policies, so any responses must not promise anything the company is not able to deliver.
Customer service departments have been using customer-facing chatbots since early 2000s to help answer frequently asked questions and reduce hire costs. Unlike rule-based chatbots which offer preprogrammed responses, ChatGPT utilizes advanced language models to understand a true conversation. One cannot use ChatGPT as a customer-facing chatbot, but you can use OpenAI’s GPT-4 API to train the model on their knowledge base and incorporate into their customer service systems.
To understand customer’s inquiries without having to go through past interactions and spend a lot of time, agent can incorporate ChatGPT to summarize and translate inquiries. When using inputting content, they must remove any identifying information of the customer to ensure their privacy and security.
ChatGPT has sparked a lot of interest from technology vendors, such as Microsoft and Salesforce. Businesses can access the free tool for entertainment purposes, however, for more intensive usage, one has to consider custom-made virtual assistant specific for their business. This can ensure more detailed, customized, and productive answers from the customer service department. Moreover, it becomes much more convenient and easier to integrate those features into daily operational tools for customer service agents.
OpenAI is a nonprofit research laboratory based in San Francisco and is dedicated to developing artificial intelligence with the goal of benefiting humanity. Led by tech entrepreneur and billionaire, Elon Musk, the company develops new technologies including generative adversarial network, deep learning and natural-language processing. ChatGPT was developed by OpenAI in 2020, to enable machine learning models to become better conversationalists, thereby making customer interaction more natural, effective and efficient.
