15 ChatGPT Benefits In Customer Service
Generative AI tools have gained widespread popularity in recent months, and ChatGPT is among the most popular ones. As one of the large language models, its primary function is text generation, but it also offers other benefits, such as:
- SEO optimization
- Facilitating customer service interactions if integrated as a customer service chatbot.
In this article, we will explain 15 use cases of ChatGPT for customer service.
What Is ChatGPT?
ChatGPT is an AI computer program that uses its intelligence to intake, comprehend and produce a response that mimics the natural diction of human language.
The program uses a transformer-based neural network that works off of so much data that the AI can analyze that information and create a response from it. When a human user converses with ChatGPT, the AI processes the human text and generates the answer based on the data it has access to.
The technology also considers context, syntax, and word associations, which is how it can produce responses that mimic human speech and writing.
ChatGPT can also:
Whether it’s questions, answers, essays, or entire conversations, this technology is meant to carry on as a human would.
- Answer follow-up questions.
- Admit mistakes.
- Challenge incorrect premises.
- Reject inappropriate requests.
Because of its human-like capabilities, ChatGPT has countless uses.
ChatGPT runs on a language model architecture created by OpenAI called the Generative Pre-trained Transformer (GPT). The specific GPT used by ChatGPT is fine-tuned from a model in the GPT-3.5 series, according to OpenAI.
However, with a subscription to ChatGPT Plus, you can access ChatGPT with GPT-4, Open AI’s most advanced model.
Generative AI models of this type are trained on vast amounts of information from the internet, including websites, books, news articles, and more.
The language model was fine-tuned using supervised learning as well as reinforcement learning. The use of Reinforcement Learning from Human Feedback (RLHF) is what makes ChatGPT especially unique. Through RLHF, human AI trainers provided the model with conversations in which they played both parts, the user and AI assistants, according to OpenAI.
How it be used for Customer Service?
ChatGPT can be used to automate customer service by providing automated responses to common customer inquiries. That can be useful when you consider that 40% of all customer tickets are repetitive. The model can be integrated into a chat interface on a website or app and can be trained on a dataset of customer service interactions to improve its understanding of certain customer inquiries and responses.
Additionally, you can use it as a tool to generate answers to a specific question or to provide a conversation flow with the customer. The specific implementation will depend on your use case and the resources available.
Benefits of using ChatGPT for Customer Service
ChatGPT is a powerful technology that is helping transform certain parts of the customer service industry by automating common customer inquiries and improving efficiency. With 71% of leaders, “committed to reimagining customer service”, AI will certainly play a part in customer experience transformations.
Here are some of the main benefits of using ChatGPT in customer service :
- Automation: ChatGPT can automate the handling of common customer inquiries, allowing customer service representatives to focus on more complex or urgent issues.
- 24/7 availability: ChatGPT can provide quick and accurate responses to customer inquiries at all times, even outside of regular business hours. This can help to improve customer satisfaction and reduce the volume of customer service tickets.
- Consistency: ChatGPT can provide consistent and accurate responses to customer inquiries, reducing the likelihood of miscommunication or errors. This can help to improve customer satisfaction and build trust with customers.
- Scalability: ChatGPT can handle a large number of customer inquiries simultaneously, allowing customer service operations to handle a larger volume of traffic. This can help to improve the overall efficiency of customer service operations.
- Summaries: ChatGPT can efficiently summarize long customer interactions into manageable outcomes. This can not only help customer service representatives quickly understand the main issues and concerns of customers but also aid in tracking and resolving customer complaints more efficiently.
- Translations: Being multilingual is one of ChatGPT’s greatest advantages. Businesses that operate in numerous languages might benefit from the ability to generate replies in many other languages.
15 ChatGPT Benefits In Customer Service
1. Quick Time In Answering Chats
It is the fastest-growing way to interact with customer service systems via a chat interface. It is used as it is fast, intuitive, and keeps up with the high ever demand for customer service.
Chatbots and smart virtual assistants bring efficiencies to service departments as customer service chatbots can answer questions instantly and in distinct languages.
2. Quick and accurate responses
ChatGPT can handle a large volume of customer inquiries, providing quick and accurate answers.
Quick and accurate responses will help in customer engagement satisfaction and more traffic for the business.
The chatbot is programmed to carry out communication in multiple languages. It is particularly useful for global brands that operate in various markets. A way chatbot exhibits their multilingualism is by asking a user their preferred and convenient language at the beginning of communication. Depending on where the user visits the company’s website, the chatbot will automatically switch to that region’s language.
4. Handle social media comments and reviews
A very funny but true chatbot is much more comfortable in replying to any comments and is good to handle customer reviews over social media platforms.
Implementing AI-based chatbots into the existing back office system means the bot can do a huge amount of work for a consumer service team. By authenticating a consumer, the bot can give personalized data like invoice systems, available discounts, order status, and services or products used.
Authentication is possible with AI customer service software firms. All this gives the consumer detailed information about any queries and is something that customer support agents handled earlier.
6. Continual learning
ChatGPT can learn from customer interactions and improve its responses over time, leading to enhanced customer service capabilities.
7. Reaching New Clients
B2B and B2Bot platforms like Facebook Messenger and WeChat are well-known messaging apps as they are constantly active on these platforms to reach new customers who may not require to reach out to the company via email or call.
In the survey, the feedback has been increasing in the last year, and the chatbot is the way to reach out to new clients.
Since chatbots have predetermined codes, they can be programmed to perform multiple tasks. Chatbots can arrange meetings, give advanced search functionality, and many more as long as programmers constantly update the command catalog, and their programmability means multi-functionality.
9. Improved efficiency
ChatGPT can automate routine tasks, freeing up time for human customer service representatives to focus on more complex issues.
10. Monitor customer data and get insights
Chatbots are very helpful in monitoring data and getting insight into customer habits.
You can tell the chatbot to track metrics such as customer engagement, user satisfaction, and purchasing habits of clients. Hence, it is easier than merging the chat histories and the site data to make the reports.
Hence, chatbots easily gather useful data, and you can make quicker and more accurate decisions concerning the user experience.
11. Access to real-time data
ChatGPT can provide real-time insights into customer behavior and preferences, helping businesses make informed decisions.
Real-time data will help in accurate decision-making and understanding customer trends.
12. 24/7 Availability
Time is precious, and when the consumer wants to palace an order or is complaining about service as they want the action. However, with the help of more channels, it is easier to address a client’s needs at scale at a low cost.
In that case, a chatbot is the better solution as it solves the “last mile” of a client’s journey. It reduces consumer support as the work is available around the clock and will handle the customer question ahead of when they appear.
13. Cost savings
By automating routine tasks, ChatGPT can reduce the need for human intervention, minimizing labor costs and improving efficiency.
Cost saving is the key to the success and long-term survival of a business and chatGPT much effective in cost saving.
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14. Uplift In Sales
By knowing what consumers wish to buy, the chatbots in customer service can upsell and cross-sell the items and services. For example, when the user asks about the telecom provider’s roaming fees and is satisfied with the answer, the bot suggests buying a new phone with a discounted data plan.
15. Increases Customer Happiness
The chat can quickly answer the customer and make the client happy. However, when the consumer contacts the business, they are put on hold in the call center, or the email is sent to info@address and gets the response in 4 working days.
Immediate answers from a bot raise a customer’s happiness. If they deliver accurate data, the client views its benefits to the company, which can be important in consumer loyalty.
Using chatbots in customer service has increased user experience and satisfaction as it saves businesses costs. However, the bots could be better and yet the best way to achieve the objective of giving personal expertise to clients 24*7 instantaneously.
Suppose you believe that your business will benefit by adopting conversion AI technology. In that case, Bosc Tech Labs will help you select the best one tailored to the particular needs of your industry.