Have you ever met someone who dons multiple hats—a coder, scriptwriter, music composer, tutor, etc.? Well, the world of AI has curated one recently: ChatGPT.
While it has a plethora of strong suits, one that immensely contributed to its overnight success is its ability to converse on a variety of topics. A question is asked and the answer is delivered.
No wonder why it is the talk of the town among customer service leaders. But the question arises—is it the ultimate tool for customer service or are there any drawbacks to consider?
Everyone has been asking, so let’s dive into details to clear the fog.
ChatGPT: Breaking New Ground in Customer Service
ChatGPT is a leading AI-powered chatbot that uses a variant of the GPT (Generative Pre-training Transformer) language model to generate human-like text. It is best suited for automating responses to repetitive and common customer queries, such as account information, technical glitches, etc. All of these help in expediting self-service experiences.
Fact: 88% of customers expect companies to offer an online self-service portal.
That’s not all. ChatGPT comes with a number of capabilities that can take a huge load off your service agents and improve your customer experience. These include:
But It Isn’t All Sunshine and Rainbows
Despite its advanced capabilities, ChatGPT is not without limitations. Sorry to break your heart, folks!
Here are some of them:
1. Heavy Dependence on Data
ChatGPT is only as good as the data it is trained on. It may not be able to handle more complex customer queries, thus requiring human intervention for some issues.
2. Inability to Provide Personalized Responses
Unlike a service agent, ChatGPT may not be able to deliver personalized responses to customers. The same response may be generated for different users, leading to poor customer experience. The problem may puff up if the context or user’s intent is different.
3. Inaccurate Results
How would you react to a person who is confidently wrong? Vexing, right? Well, ChatGPT could be a step away from doing that to your customers with inaccurate responses. It is because the responses are entirely based on patterns, not facts and data.
4. Privacy & Data Security
We all know that every organization’s data possesses different levels of confidentiality. The LLM can tap into that information and make it accessible to all users, even those who shouldn’t see it. That can compromise the security of your data.
If you are keen on learning more about the highs and lows of ChatGPT in customer service, tune into the on-demand webinar now!
Conquer the Limitations of ChatGPT with Cognitive Technology
It is indispensable to complement the offerings of ChatGPT with the right elements. And cognitive technology fits that bill perfectly! It leverages AI and ML to deliver highly personalized and accurate answers.
Check out the crucial ways cognitive technology can help unlock the full potential of ChatGPT for your customer service function.
1. Provide Contextual & Personalized Responses
Giving ChatGPT more context with your instructions is one way to attain crisp and customized responses. A more compelling way is to use cognitive technology. It helps infer the user intent from the search query, thus empowering ChatGPT to deliver personalization at scale.
2. Stimulate Sentiment Analysis
Sentiment analysis is used to identify whether customers are happy or unhappy with a product or service.
The accurate analysis of sentiments is complex but cognitive technology makes it easier. How? It understands the tone of a statement rather than simply deciphering the positive or negative connotation within a group of text. This can help ChatGPT to provide responses tailored to customers’ emotional states.
3. Elevate Content Findability & Knowledge Creation
Newly hired agents take a while to get accustomed to different types of support tickets. Without guidance, they may do more harm than good. But fret not; the guiding force of cognitive technology and ChatGPT can prevent that from happening. It surfaces problem-solving information from similar cases, thus eliminating the need to look for relevant answers.
Wait, there is more! It also enables service agents to document unknown issues as they resolve them. This way, more knowledge articles are generated on the fly which helps to keep the service turnaround time under check.
4. Facilitate Auto-Tagging
Modern users are accustomed to searching content by tags or metadata. Cognitive technology can be a real game changer in this case. It automatically tags content by categorizing it under various themes or parameters, thus amplifying ChatGPT’s ability to surface results the user wants.
To know more about cognitive technology or witness its phenomenal power at no cost, register for a free trial now.
The Verdict
ChatGPT is a marvelous tool. I am not saying that it is a superhero, but its power to generate human-like responses and automate routine tasks pave the way for customer service transformation.
It is also not perfect and has its fair share of shortcomings. But that doesn’t mean you have to take a step back. The solutions I mentioned can help you better leverage ChatGPT in your service ecosystem and witness unparalleled business success.
In fact, the ongoing advancement in cognitive technology is helping businesses make their chatbots more conversational and human-like. At SearchUnify, we have an intelligent chatbot in place that mimics human interactions with hyper-personalized responses. If you’re interested to learn more about it or witness its phenomenal power, request a free demo now!
