This blog explores the large language model chatbot, ChatGPT, which can help customer support professionals with multiple tasks. It can help them with tasks like sentiment analysis, multilingual support, automation, etc.
Let’s hear it from the horse’s mouth. When you ask the AI bot what ChatGPT for customer service can do, it generates, “ChatGPT empowers customer support professionals with lightning-fast responses, automated solutions, and data-driven insights, supercharging efficiency.”
A study found that using ChatGPT for customer service applications can aid in understanding conversation patterns, generating realistic conversations, and responding more accurately. Since this large language model launched on November 20, 2022, it has made phenomenal progress, especially in the customer service industry.
In this article, we’ll understand how it has increased efficiency for customer support professionals.
Table of Contents:
- What is GPT? How is Its Training Relevant for Customer Service Efficiency?
- 6 Ways in Which ChatGPT Boosts Efficiency for Customer Service Professionals
- ChatGPT for the Win!
What is GPT? How is Its Training Relevant for Customer Service Efficiency?
If you’ve been out of the loop, ChatGPT (Chat Generative Pre-trained Transformer) is a large-language model chatbot. It currently operates on GPT (Generative Pre-Trained Transformer) 4 and 3.5 technologies as a freemium model. Knowing about the chatbot’s training is essential to understand how it brings efficiency to the customer service industry.
Humans trained ChatGPT (and is being trained every time you use it) through a technique called reinforcement learning from human feedback (RLHF). Human trainers interacted with the model and played both sides (AI and human) and then ranked it.
In an industry like customer support, which is human-focused, this is a significant reason why it works so well to enhance the efficiency of professionals.
6 Ways in Which ChatGPT Boosts Efficiency for Customer Service Professionals
There are various ways through which ChatGPT enhances efficiency. UK-based company Octopus Energy uses ChatGPT to handle 44% of its customer queries. The CEO said it gets higher customer satisfaction ratings.
Here are some ways ChatGPT can boost efficiency for customer service professionals:
1. Automated Replies and Availability
ChatGPT can answer frequently asked questions and respond even outside office hours, 24×7, without human interference through AI customer interactions.
It is one of the most significant benefits of AI-powered automation in customer service. The ability to automatically respond reduces the volume of requests for human customer support teams to respond to and increases their efficiency.
2. Reduced First-Response Time
First Response Time(FRT) is important to customers. With chats being preferred over phone calls and emails, a customer service professional must be quick.
And this might not always be possible, especially without AI-driven support. However, 65% of customers expect an immediate response when they contact a company.
ChatGPT can create quick replies that save time and help teams go through the queries faster without the risk of the customer dropping out of the chat. It can also bring in consistency in response times.
3. Swifter Complaint Resolutions
A study found that ChatGPT 4 could identify the problem areas in a complaint and assign severity scores based on its analysis when employed in customer service operations. It was also found that it could be instrumental in “generating efficient and effective responses” to customer complaints.
Using chatbot technology for support helps in conversation prioritization based on a set of predefined rules. It can then analyze that information to give insight into what issues are more urgent.
This can prevent delays in grievance redressal, unnecessary escalations, and overall service failures that can hinder professional growth and cause a bad reputation for an individual in the organization.
4. Minimized Linguistic Limitations
The innovative GPT-4 model can translate conversations in real-time, giving good results and performing competitively. It can also help draft responses after interpreting a customer’s responses in the language they prefer in a few seconds.
With companies going global and customer support executives often being in a different country than the customers, ChatGPT can be a valuable tool to enhance efficiency in responding and improve multilingual communication.
5. Better Performance through Sentiment Analysis
After the initial triage of information, ChatGPT for customer service can also identify how the customer feels based on the chats through sentiment analysis. Using natural language processing, ChatGPT can be used as a guide to craft appropriate responses.
While much has been said about customer happiness and satisfaction, only a little is said about what happens to a customer service professional behind the scenes. Trying to address an angry customer unprepared might have mental drawbacks, and its repercussions may not let the professional function at their best.
According to research, professionals can be more efficient and productive when they are mindful of the task at hand.
6. Higher Customer Ratings and Reviews with Personalized Assistance
ChatGPT is known to have context, unlike most AI-powered chatbots. It can remember all past responses, equipping customer service professionals to give personalized responses. It can connect previous chats and draft the most appropriate response for an issue.
Such customized responses can facilitate faster resolution, build trust, and increase customer satisfaction, leading to higher ratings. In a performance-based industry, where perks are often conditional to reviews and ratings, ChatGPT can help professionals achieve more.
ChatGPT for the Win!
ChatGPT for customer service is like a knight in shining armor for customer support professionals. It decreases workload, increases speed, frees up bandwidth for more important tasks, and empowers through various ChatGPT applications.
However, since AI is prone to inaccuracies and misrepresentation of information, a ChatGPT-powered chatbot should be trained for your purpose before use. You can also periodically evaluate it to ensure its effectiveness and set best practices. With this, ChatGPT’s benefits would outweigh its few cons.
Also, most importantly, what makes for great customer support professionals is the human touch. A study found that a supplementary human service can enhance the perceived value of the experience in the eyes of a customer.
Do not rely entirely on AI; instead, use it as an assistant. The best way to help customer service professionals excel at using ChatGPT for customer service would be to allow them to upskill and train through eLearning.
Hurix Digital can create immersive, AI-powered eLearning courses for your organization. You can bridge the skill gaps with fully customizable workforce learning solutions. Hurix Digital can also work on an end-to-end performance improvement and evaluation so you can maximize returns and reap the benefits. Get in touch by booking a free consulting session to know what we can do for you.