With the progress of technology, many changes have occurred in the customer service landscape. Be it the systems led by AI or advanced automations, service providers are adopting developments with great zeal. The one most famous and used amongst others is the GPT-3 chatbots.
But what exactly GPT-3 is? Let’s discuss in this blog!
To understand GPT-3 chatbots, it is important to first understand the GPT-3 model which has paved the way for GPT-3 chatbots.
What is the Gpt-3 model?
GPT-3 stands for Generative Pre-trained Transformer-3. It is a 3rd generation language model launched by OpenAI in June, 2020. This pre-trained model utilizes both Natural Language Processing (NLP) and Natural Language Generation (NLG) to understand and generate text in human language.
The GPT-3 model has been designed using 175 billion parameters, making it the largest language model at the time of its release. It was trained on 45 terabytes of text data. Additionally, it features 96 decoder layers and was trained on a supercomputer, developed by Microsoft and OpenAI, which was supported by 285K CPU cores.
What are GPT-3 chatbots?
A Gpt-3 chatbot is a software application built upon GPT-3. These chatbots can process and understand human input, delivering relevant responses to the users. Additionally, they can offer solutions, engage in conversations over various topics as well as provide answers to a wide variety of questions in a flash.
Utilizing predictive text learning, GPT-3 chatbots can easily predict text input and intent based on the first few words a user types. With so many impressive services to offer, these chatbots have been welcomed with open arms.
One of the examples of GPT-3 chatbots is ChatGPT.
Difference between GPT-3 and GPT-3 chatbots
While GPT-3 serves as a language model, GPT-3 chatbots are applications that utilize this model. GPT-3 is the foundation upon which GPT-3 chatbots, such as Chatgpt, have been built. Thanks to the GPT-3 model’s versatility, these chatbots can generate human-like language, programming codes, summarized text, poems etc.
Benefits of Using GPT-3 Chatbots in Customer Service
- Improved communication: Using its advanced processing abilities, GPT-3 chatbots can quickly process complicated data, generating answers that are relevant and appropriate. Since every business has different needs, these chatbots can be tailored to meet these unique requirements. In addition, GPT chatbots can anticipate user inquiries based on the first few words, making it highly beneficial and helpful.
- Agent Support: The introduction of GPT-3 chatbots have helped not only users but agents as well. These chatbots proficiently handle high volumes of customer queries, helping agents manage workload more efficiently. In addition, they analyze CRM libraries and product listing databases to collect relevant information, providing it to agents to help them address customer concerns effectively. This seamless cooperation between agents and chatbots facilitate fast and timely resolution, resulting in lower wait time and higher customer satisfaction.
- Multilingual Support: Owing to the large dataset of text it was trained on, GPT-3 can understand and generate responses in multiple languages. It can learn patterns and structural format of different languages by analyzing their underlying grammatical and semantic rules. Additionally, these chatbots excel in translation and can adapt to different types of inputs, such as written, speech, or images.
- Automation: Leveraging the automation ability of GPT-3, these chatbots excel in automating repeated tasks, freeing agents for more complex jobs that require human intervention. By automating responses, GPT-3 chatbots deal with customers in minimum time, leading to a streamlined process where customers do not have to wait long hours for their issues to get resolved.
- Improved Customer Satisfaction and retention: Thanks to its human-like conversation and fast resolution delivery, GPT-3 has led to better customer satisfaction and retention. Moreover, unlike humans, these chatbots are available 24/7, allowing users to resolve their concerns any time, even after regular work hours.
Use Cases of GPT-3 Chatbots in Customer Service
GPT-3 has many use cases in customer service. Whether it is around-the-clock availability, personalized recommendations or task automation, GPT chatbots have enabled service centers to smoothly navigate through the intricacies of customer concerns, ensuring smooth and high-performance workflow.
Here are some of the use cases of GPT-3 in Customer Service:
- Sentiment Analysis and Escalation: Sentiment Analysis refers to the process of examining customer response to determine the emotional tone behind it. Leveraging this feature, GPT-3 analyzes customer responses to detect emotions behind it, helping businesses identify how customers feel about their products and services. In addition, when a negative sentiment is detected from a response, these chatbots guide customers to human agents to help resolve the issue.
- Personalized Recommendations: With its natural language processing (NLP) features and CRM integration, GPT-3 can deliver customer-specific solutions and suggestions based on their buying and search history. These recommendations work as baits, enticing customers to explore more options, thereby increasing conversion rates.
- Proactive Customer Engagement: GPT-3 chatbots can initiate interactions based on various triggers, such as making a purchase, abandoning a shopping cart, browsing a product and more. By approaching a customer at the right time, GPT chatbots can offer assistance and recommendations, enhancing overall customer experience. Additionally, GPT-3 powered chatbots also encourage users to provide feedback and ratings, helping organizations formulate right strategies that improve business growth.
- Handling FAQ: Oftentimes, businesses are flooded with repeated queries from different customers. Since these questions are frequently asked, GPT-3 powered chatbots excel in dealing with them without needing human intervention. This helps businesses assign simple queries to chatbots while transferring more complex concerns to human agents, ensuring that every customer is given timely resolution.
- Assistance for Agents: Designed to integrate with CRM (Customer Relationship Management) systems, chatbots can assist human agents in navigating difficult situations by providing appropriate information in real time.
Challenges of Using GPT-3 Chatbots in Customer Service
While GPT-3 chatbots have been a great relief for Customer Service teams, they have also been followed by numerous challenges that raise questions about their accuracy and data protection abilities.
- Inaccuracy and Misunderstanding: Although GPT-3 has been given intense training using a large datatext, it still sometimes fails to grasp user intent correctly, especially in the case of unclear input. As a result, inaccurate responses are generated, leading to misunderstanding.
- Lack of Emotional Intelligence: Since they run on codes, these chatbots lack emotional intelligence and connectivity, providing responses that are detached and robotic. In sensitive situations, they may fail to understand and validate customer emotions, leading to frustration and anger.
- Data Privacy Concerns: When chatbots interact with customers, they often ask for personal information, such as address, phone number, credit card details, and many more. If not integrated with secure systems, unauthorized and malicious parties may exploit these sensitive information, possessing a threat to customer privacy.
- Inability to handle real time changes: One limitation of chatbots is that they cannot update to real-time changes, often giving outdated and wrong results. In this fast-moving world where changes happen overnight, this inability may lead to inaccurate and unreliable results, damaging customer relationships and trust.
Future Trends in GPT-3 Chatbots for Customer Service
The world we live in today, changes happen at an incredible speed. The environment around us is constantly shifting. Solutions and ideas that were useful just yesterday may no longer hold value today. In fact, what we find hard to believe or imagine now could very well become a reality in the near future. As such, it would not be wrong to say that we may see tremendous transformation in the landscape of AI, leading to a more advanced, a better version of GPT-3 Chatbots.
Future chatbots may involve deeper integration with other state-of-the-art technologies like AR and VR, making customer experience even better. In addition, the future version may be free from the challenges we just talked about. They may include emotional competence, robust security systems, ability to adapt to real time challenges, and so much more.
Conclusion:
GPT-3 chatbots allow customer service providers to improve customer communication, provide multilingual support and automate routine tasks, resulting in enhanced customer satisfaction and retention.
