ChatGPT can elevate the level of customer service you provide without the need for human intervention. However, you need to understand its functions and limitations to ensure it isn’t creating customer frustration instead. You can harness the power of ChatGPT to unlock customer service efficiency as long as you use it wisely.
What are the Main Advantages of ChatGPT?
ChatGPT can improve customer service efficiencies and reduce the need for human interaction. It is programmed to:
- Provide the most direct answers to common questions
- Gather insights from customer conversations to constantly improve your level of customer service
- Use machine learning to collect information on an increasingly diverse list of questions so it can provide reliable answers
- Create canned responses to common questions for easy customer interactions
- Create reports on common complaints to create more detailed canned answers and improve customer support
- Respond to customer reviews to show appreciation or help avoid escalating negative comments by engaging a customer service rep
- Generate FAQs
- Provide multilingual options
- Use knowledge-based articles to quickly share step-by-step instructions for things like returning an item, troubleshooting a product issue, installations, etc.
- Determine when to share links to relevant, detailed information
- Craft responses based on customer sentiment, including apologies when the Chatbot senses frustration or impatience based on trigger words
- Offer 24/7 customer service for people in different time zones or night owls
What are ChatGPT Customer Service Limitations?
There are limitations that can negatively impact customer experience, including:
- It is possible for AI to misunderstand information and provide inaccurate answers that confuse customers
- Answers will lack personalization, and savvy customers will recognize the answers as AI
- In some cases, details such as common courtesies or human touches that help keep customers calm are clearly lacking, negatively impacting customer service
- AI lacks empathy and might not pick up on important cues that a customer is becoming agitated and requires special attention
- ChatGPT can pose a security threat, including following nefarious commands by bad actors and data breaches
Tips to Harness the Power of ChatGPT
There are several ways to harness the power of ChatGPT and limit complications, including:
- Training staff on how to use the tool to their advantage, including creating the right prompts and keeping track of reports to spot repeat ChatGPT failures
- Creating a ChatGPT usage policy to ensure you meet the needs of your customers
- Implementing escalation protocols that trigger automatic query transfers to a customer service rep or manager
- Using AI as a tool, not a replacement for your customer service team
- Checking response output frequently to ensure you spot the sharing of incorrect information
- Using ChatGPT to offer suggestions for well-thought-out answers when conversations are complex, or not going well
- Leveraging AI to spot behavioral patterns that can help inform marketing and customer service changes and decisions
Mastering ChatGPT Prompts
ChatGPT prompts are user inputs such as questions or instructions that AI uses to compose responses. However, carefully worded prompts are required to generate appropriate responses. Teaching your team to master how they word their prompts helps streamline your customer service process. As a result, you create a more agile team better able to handle uncertain situations.
ChatGPT uses common strategies it has learned to compose customer responses, provide support to your team and improve your ability to respond to customer needs.
A customer service outsourcing company like award-winning Anexa can keep you at the forefront of the tech revolution leveraging AI with the benefit of highly trained teams that care about your business and customers. Want to learn more about the powers of AI? Reach out to Anexa BPO today.