5 Ways ChatGPT improves customer experience

May 22, 2023

ChatGPT is one of the trendiest, buzz-worthy gifts bestowed upon us by AI (Artificial Intelligence). Its arrival has created a furor amongst the working class that acquires help from the internet to get their work done. Why? Because using ChatGPT is like speaking to a tell-all friend who knows a lot about anything and everything. Since its release, ChatGPT has impacted many sectors in a positive way and leaving some nervous for what’s to come. Alternatively, customer experience is one of the many areas that can benefit from ChatGPT on many occasions, if used strategically.

Customer service is an integral part of product and service-based industries, with the primary goal of procuring more loyal customers. With the rise in customer expectations, contact centers need technology that will lessen the load on contact center agents to some extent. ChatGPT, given its wide range of “knowledge” appears to serve as a ray of hope. It’s huge knowledge repository for various problem cases, ability to code in Python, drive social media engagement, and analyze revenue drivers for a company have left nearly every industry wondering if ChatGPT is the business world’s new north star.

How can ChatGPT help improve customer experience?

As ChatGPT continues its grasp on various industries, companies and their contact centers are also gearing up to leverage the brilliance of ChatGPT to fulfill continually escalating customer expectations. Expert minds that work towards creating development strategies for a business are trying to form an operational model (using ChatGPT) that will smooth the road to excellent CX. Additionally, they are trying to make the most of generative AI to ensure the model is fast, affordable, and accurate. Here are some ways ChatGPT can help to improve customer experience:

Identifying customer sentiment: Contact center agents must deal with a wide variety of problems daily. While some customers elaborate their requirements succinctly, there are some that find it difficult to express their needs articulately. ChatGPT can track the overall sentiment of the customer and prompt agents with customized responses for an empathetic and effective customer experience. The benefits of this feature can be tracked in two ways: 1) Categorically – by classifying the experience as positive, neutral, or negative; and 2) Qualitatively – with A.I. generated descriptors like pleasant, frustrated, polite, or satisfied.
Implementing automation: I. is not just about keeping customers satisfied with prompt, personal, and positive interactions with a self-service chatbot – but it’s also about automating tasks so team leads and agents can do their best work. With the help of ChatGPT and other AI tools, agents can automate menial and time-consuming tasks and focus on the tasks that require human expertise.
Measuring success: Generative A.I. such as ChatGPT is not only helping to iron out the wrinkles in customer service, but also ensuring the benefits are measurable, quantifiable, and trackable. It can also track if the agent pitched new services or upgrades to the customer and offer real-time conversion numbers to the team leads.
Motivating agents: Generative A.I. no matter how advanced and capable it is, will never be able to have the intangible qualities of a human agent. However, it can be used to make sure the agents are putting their best foot forward. It can be used for checking-in with the agent throughout the day via a desktop prompt to ask how they’re doing or helping agents stay prepared by coming up with clear and concise answers for probable problem statements.
Augmenting human knowledge: Every business has some kind of existing knowledge base with frequently asked questions, user manuals, and scripts for addressing common customer issues. The recent democratization of AI has lifted all the restrictions in accessing community knowledge allowing agents free rein to learn new skills and acquaint themselves with better forms of problem processing all via herd intelligence. Information provided by ChatGPT is structured and beautifully summarized. Furthermore, the content is easy to comprehend and shall do wonders in terms of augmenting agent capabilities.

Using ChatGPT to reduce costs and AHT

Having each team lead manually listen to calls, summarize them, and categorize them takes hundreds of hours each month. These tasks are tedious, time-consuming but unavoidable as clients continue to demand information so they can make informed decisions quickly. ChatGPT can do such tasks accurately, thereby reducing load on the agents and increasing the number of customers reached within the estimated amount of time. Moreover, ChatGPT can put a cap on attrition expenses. Hiring, training, and retaining top talent is a huge investment for every contact center but ChatGPT can fill in for added responsibilities whenever required.