ChatGPT in Customer Service: How Your Business Can Leverage the Technology
ChatGPT has taken the internet by storm reaching 1 million users in only the first five days of its debut.
Launched by OpenAI as a prototype on November 30, 2022, it quickly garnered attention for its detailed responses and articulate answers across many domains of knowledge. Helping users come up with everything from cooking recipes, workout plans, to even planning a vacation.
Adoption has also rapidly spread to work offices around the world. A recent survey by Fishbowl showed that nearly 30% of professionals said they’ve already used ChatGPT or another artificial intelligence program in their work. Among white-collar workers, writing code and drafting emails are two of the most common uses.
The impact of ChatGPT on business communication can be far-reaching and has the potential to revolutionize the way companies interact with their customers and employees. Customers now expect companies to adopt an omnichannel approach that is fast, frictionless, and that has satisfying outcomes.
In this article, we’ll explore how ChatGPT can be used for customer service and what you should consider if you plan to?
What is ChatGPT, and how can it be used for Customer Service?
ChatGPT is a chatbot developed by OpenAI that uses a variant of the GPT (Generative Pre-training Transformer) language model to generate human-like text. It is designed to engage in conversation with humans and answer their questions or requests.
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.
The technology that powers ChatGPT is already being used by firms like Meta, Canva, and Shopify in their customer support chatbots, but experts caution that businesses should be aware of generative AI’s originality and unpredictability.
How to get ChatGPT fine-tuned for your customer service operations
Cutting down repetitive tasks for your customer facing teams can be easier with AI.
To use ChatGPT for answering repetitive customer service inquiries, you will first need to gather and prepare your customer service data set. This should include a large dataset of customer service interactions, such as chat logs, email exchanges, video and phone transcripts. You can also provide any relevant documentation or saved text to help provide context for the customer service interactions. This data set will be used to fine-tune the model, so it can better understand and respond to customer inquiries.
Once you have your data set, you can use the OpenAI API to fine-tune the ChatGPT model to your customer service data set. This process involves training the model on your data set to improve its performance in understanding and responding to customer inquiries. This step is crucial as it allows the model to learn the specific language and terminology used in your customer service interactions, and provide more accurate and relevant responses.
After fine-tuning the model, it’s important to test it with a sample of customer service interactions to evaluate its performance. You can also test the model with different types of customer inquiries to ensure it can handle a wide range of customer service interactions. This step allows you to identify and correct any errors or issues before deploying the model in your customer service operations.
Once the model is deployed, you should monitor its performance and make adjustments as needed to improve its effectiveness. This step can involve collecting feedback from customers and customer service representatives, and analyzing the model’s performance data to identify areas for improvement.
Finally, you can integrate the fine-tuned model into your customer service operations by connecting it to your customer service chatbot or other customer service platforms. This step allows the model to handle customer inquiries in real-time and improve the overall efficiency of your customer service operations.
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 in 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.
It’s important to note that using ChatGPT in customer service is not meant to replace human customer service representatives, but rather to assist them and relieve them from repetitive tasks, allowing them to focus on more complex issues.
Moreover, ChatGPT can sound a lot like your uncle at the holiday dinner table, full of self-assured answers with very little fact checking. This is because ChatGPT uses generative AI to spit out human-like responses to prompts in seconds, but those answers come from information publicly available from the internet, books and Wikipedia before 2021.
If you decide to use ChatGPT in customer service, don’t forget to use a human touch to empathize, create personalized experiences, and fact check. Let’s explore other things to consider before using ChatGPT for customer service.
Use of ChatGPT in customer service presents a number of ethical considerations
The use of ChatGPT in customer service presents a number of ethical considerations that must be carefully evaluated and addressed by companies and policymakers in order to ensure that the benefits of the technology are realized while minimizing potential negative impacts.
“ChatGPT, as currently conceived, is a parlor trick,” said Bern Elliot, a vice president at Gartner.
ChatGPT may not always provide accurate or appropriate responses to customer inquiries, which can lead to confusion or frustration for customers. In order to minimize these risks, it is important for companies to be transparent about the use of ChatGPT in their customer service operations, and to clearly communicate to customers when they are interacting with a chatbot.
Additionally, it is important to consider the accountability in case of an error or a wrong answer from the chatbot, specially in fields like finance or healthcare. It’s also important to take into consideration the data privacy and security, especially when the chatbot is handling sensitive information.
One of the main concerns is that ChatGPT may collect, process, and store large amounts of personal data from customers, which could be vulnerable to data breaches or cyberattacks. This data may include personal information such as name, address, and contact details, as well as sensitive information such as financial or medical information.
To address these concerns, companies must implement robust data security measures to protect this data from unauthorized access, use, or disclosure. This may include measures such as encryption, secure data storage, and access controls to ensure that only authorized personnel have access to the data.
Companies must also comply with relevant data privacy laws and regulations, such as the General Data Protection Regulation (GDPR) in the European Union, and the California Consumer Privacy Act (CCPA) in the United States. Compliance with these laws involves implementing appropriate data protection measures and providing customers with clear and transparent information about how their data is collected, used, and shared.
It’s also important to have a clear data retention and deletion policy, and to ensure that the data is deleted once it is no longer needed. Moreover, it is important to have a data breach incident response plan, to be able to respond quickly and efficiently to a potential data breach.
Overall, data privacy and security is a critical aspect of using ChatGPT for customer service and companies must take appropriate measures to protect the personal and sensitive data of customers to ensure compliance with data protection laws and regulations, and to maintain the trust of customers.
AI isn’t going away and will continue to be integrated in our daily work tasks. The way that companies communicate with their clients and customers could be completely revisited with technologies like ChatGPT. Companies will continue to seek to automate customer care chores like responding to frequently asked queries and giving information about goods and services because of its capacity to comprehend and react to natural language. This will help organizations save time and money while giving customers a more effective and tailored experience.
But what the future holds is that the most successful customer service teams will strike the right balance between AI automated moments and more personalized customer experiences to retain and wow customers daily.
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