How ChatGPT can help improve customer service in contact centers

The public release of OpenAI’s ChatGPT in 2022 garnered a worldwide wave of interest in the capabilities of generative AI. It took only five days for this tool to acquire the first million users on its platform. As of June 2023, it had a staggering 1,700 million monthly views on its website.

In the interim, tech giants such as Microsoft partnered with OpenAI, while others like Google announced the launch of their own generative AI tools.

Contact centers have relied on chatbots to enhance customer service and reduce operational costs for several years. A recent Economic Times survey made an interesting revelation:

• About 27% of customers were unsure whether their last service interaction was with a bot or a human.
• 40% didn't care which one answered their query as long as it was resolved.

With this openness in customer attitude and the continuing commitment to enhance their experience, it is little surprise that ChatGPT is “the next big thing” in the contact center space.

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What is ChatGPT?

ChatGPT is essentially a chatbot—you can input questions and prompts to get responses. OpenAI’s developers used billions of pages of text from the Internet to train the tool.

Capabilities

• Analyze enormous sets of data
• Provide insights
• Make recommendations

However, it is limited by what it was “fed,” which includes the biases and inaccuracies commonly found on the Internet.

That said, the tool is widely used by:

• Individuals for entertainment
• Professionals to automate various tasks
• Businesses to gain market insights and generate personalized content for customers

ChatGPT for Contact Centers

A survey report published by Forrester mentioned that 64% of respondents planned to increase their investments in AI in the contact center within the next 12 months.

What makes ChatGPT special for contact centers?

Unlike traditional chatbots, ChatGPT:

• Understands complex language
• Offers more human-like engagement
• Grasps customer questions in context
• Remembers chat history
• Generates satisfactory responses almost instantly

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8 Ways ChatGPT Can Improve Customer Service

1. Answer FAQs

• Trained on the knowledge base and FAQs
• Comprehends context
• Analyzes questions
• Provides personalized responses

2. Understand the Customer’s Issue

• Summarizes customer interactions
• Pinpoints exact problems for resolution

3. Create a Relevant Response

• Crafts precise e-mail replies
• Generates short-form responses to negative reviews

4. Draft Empathetic E-mail Templates

• Produces custom e-mail templates
• Expresses empathy and offers practical solutions

5. Translate in Different Languages

• Offers translation capabilities in over 50 languages
• Bridges language barriers for global customers

6. Analyze Customer Sentiments

• Recognizes emotions in messages
• Generates appropriate responses
• Assists in identifying areas for improvement

7. Create Custom Profiles

• Develops unique customer profiles
• Tailors responses and recommendations based on data

8. Be Available to All Customers, All the Time

• Handles high volumes of inquiries
• Engages in multiple conversations simultaneously
• Provides 24/7 support

Conclusion

Contact centers can utilize ChatGPT to:

• Generate responses
• Understand customer sentiments
• Offer solutions
• Improve overall efficiency

This generative AI surpasses its predecessors with human-like engagement, reducing the workload for customer service agents. Consequently, agents can focus on resolving complex and high-priority issues, enhancing the overall experience for customers interacting with your contact center.

At 1Point1, we are dedicated to creating an engaging and seamless customer service experience with a short turnaround time. To this end, we use various custom AI tools to help all those who contact us get a quick, satisfactory resolution.

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