AI has brought many changes into the modern world. Thanks to AI (Artificial Intelligence), we now have tools like chatbots and virtual assistants to guide us through various operations. AI has impacted almost every industry. However, there is one industry that has been impacted the most– the Customer Service industry.
Customer Service providers often struggle with a diverse customer base, receiving a new query every minute. The overwhelming workload often becomes too much for agents to handle, making the use of ChatGPT in Customer Service important.
But how do you use ChatGPT in your Customer Service? Let’s find out in this blog!
What this blog consists of:
- Why is ChatGPT important in Customer Service?
- How can you use ChatGPT in Customer Service step-by-step?
- Things You Should Keep in Mind While Using ChatGPT in Customer Service
- Challenges of ChatGPT in Customer Service Centers
Why is ChatGPT important in Customer Service?
As mentioned before, Customer Service Centers are all about handling multiple calls one after another. With so many calls to attend, it often becomes difficult for agents to manage everything efficiently. Thus, paving the way for ChatGPT’s application in the Customer Service landscape.
- 24/7 availability: Machines do not require rest or break. Hence, they are available 24/7. The use of ChatGPT means Customer Service providers can offer support to their customers any time of the day, even after work hours. This round-the-clock support helps Customer Service providers build strong and lasting customer relationships.
- Assistance for Agents: ChatGPT can help agents perform their task efficiently. It can answer FAQs itself, freeing agents for more complex issues that require human assistance. Additionally, if agents need some information to resolve complex queries, ChatGPT can provide that information by accessing it from the CRM in real-time.
- Multiple language support: ChatGPT is designed upon the GPT model which has been trained using a vast dataset. As such, it can process, understand, and translate various languages. By providing language related assistance, ChatGPT can help agents resolve multilingual queries without delay.
- Cost-effectiveness: ChatGPT can handle multiple tasks efficiently, providing timely solutions. As such, it uses less time, technology and labour to deal with large volumes of queries, resulting in low operational costs.
Things You Should Keep in Mind While Using ChatGPT in Customer Service
- Do not Replace Humans: While ChatGPt is effective in handling multiple tasks simultaneously, customer service providers should not use it to replace human employees. In sensitive situations, machines often fail to understand customer emotions, giving unsatisfactory responses that can frustrate customers. Therefore, Customer Service Centers should always maintain human touch in their services.
- Ensure Data Privacy: ChatGPT accesses personal customer data to provide personalized solutions and tailored responses. While this personalised approach ensures extended engagement, it has its own challenges that customer service providers must tackle smartly. They must respect user privacy, complying with the privacy laws and code of conducts.
- Regular Updates: Keep ChatGPT’s knowledge base updated to ensure that it does not use old information to deal with clients, as it can lead to misunderstanding and confusion. Customer service providers should regularly update important information, such as product details, and return policies to ensure effective services.
Challenges of ChatGPT in Customer Service centers
Despite ChatGPT’s many advantages, there are certain challenges that we need to talk about. Customer service providers must overcome these challenges to maximize chatGPT’s use. Let’s discuss each of these challenges separately:
- Misunderstandings: One limitation of using ChatGPT for customer service is that it does not understand human emotions. It runs on commands, not emotions. As such, it requires clear input to generate answers and may not help if the input is ambiguous or grammatically incorrect.
- Lack of Emotional Touch: The responses generated by ChatGPT may feel detached and robotic to the customers, making them feel hesitant to share their issues. In situations where customers need empathetic statements to reassure them, Chatgpt may fail to meet their expectations.
- Inconsistent response: ChatGPT’s answers vary in quality due to how it was trained, the context of the question, and how well the query was phrased. Sometimes this results in inconsistency or a very poor answer for complex questions.
Conclusion:
ChatGPT has made things easier not only for providers but also for the customers. Now, providers can improve the quality and availability of their services, resulting in an enhanced customer experience that ultimately boosts the success of the business.
