How is ChatGPT Helping Businesses Improve Customer Support?

In this article, we will go over with fine tooth comb to know the role of ChatGPT in customer support.

In today’s highly competitive business environment, generating outstanding customer support is more essential than anything. With rising communication channels and the enhanced expectations of customers, businesses are turning to creative and innovative solutions to support them in meeting the requirements of their customers. 

One-stop solution for enhancing customer support in business is ChatGPT. ChatGPT is a chatbot which OpenAI creates. The initial release of ChatGPT was on 30 November 2022, and till now, it has attracted a great deal of attention due to its mind-blowing features and benefits. 

• What is ChatGPT?
• How Does ChatGPT Work?
• How Does ChatGPT Help Humans?
• Application Scenarios of ChatGPT in Businesses to Improve customer support  
• Advantages of Using ChatGPT in Businesses  
• Businesses that Successfully Implemented ChatGPT 

What is ChatGPT?

ChatGPT is designed to have conversations with humans and to make the interaction with machines more human-like. ChatGPT is built by OpenAI, using vast data and algorithms that permit it to understand natural language processing and generate human-like responses. 

ChatGPt is a chatbot that uses the Natural language processing subfield of AI to simulate human conversation. According to the co-founder of OpenAI, Greg Brockman, in just five days of its launch, chatGPT crossed 1 million users. 

Learn how to use ChatGPT for free

How Does ChatGPT Work?

Training Data  

A large amount of training data is used to build the ChatGPT; these data are taken from the sources such as books, articles, and web pages. This text data helped the chatGPT recognize the language pattern and generate replies based on these analyzed patterns. 

Explore: Online Artificial Intelligence Courses

Natural Language Processing

It is considered a subfield of Artificial intelligence that focuses on the interaction between computers and human language. Techniques used in NLP help the ChatGPTto analyze the pattern, such as words, phrases and sentences to generate a human-like conversation. Using natural language processing, ChatGPT analyses the hidden meaning of input the user enters.  

Must check: Online Natural Language Processing Courses

How Does ChatGPT Help Humans?

Providing Information

From general knowledge to the field related to science and technology, ChatGPT can answer a wide variety of questions related to these fields.

For example, suppose an individual wants to know the Eiffel Tower’s history but is confused about where to start in such a situation. In that case, ChatGPT can concisely provide information related to the construction, design, and event of the Eiffel Tower to the user. It is helpful when you need to find an answer quickly.  

Offering Support

In today’s time, everyone wants someone to listen to their problems; by keeping this in mind, chatGPT provide emotional support and guidance to the people like therapist or counsellor.  

Saving Time 

By answering the questions of the individuals in lesser time, chatGPT is saving time. 

Application Scenarios of ChatGPT in Businesses to Improve Customer Support

To Generate Customized Responses

• One of the major reasons that make ChatGPT a mind-blowing Ai tool is that it can be trained based on the user’s purchasing history, feedback and chat.
•  Using the data of the user’s purchasing history from their profile, ChatGPt shows similar products to the customer and instructions to use them. 
• Using sentiment analysis, ChatGPT can generate human-like text for customers based on their emotions.
• ChatGPt can be trained to analyze emotions like anger, frustration, happiness or sadness; after analyzing it, this AI tool responds similarly. 

Prompt or Rapid Response to Individuals’ Query 

• ChatGPT responds immediately to the customer’s complaints and queries; it analyses the pattern of words in complaints, common questions and queries and then responds to them. 
• ChatGPT can enhance the relationship between the customer and the company as it responds to complaints and queries quickly and efficiently, which keeps the customer aware of all his queries.
• A study by tidio.com shows that 62% of customers agreed to use a chatbot instead of waiting for a customer representative to solve their query. 

To Generate Lead 

• ChatGPT can maintain relationships with clients and generate leads by analyzing the chat or terms used by the lead; it analyses the possibility of a lead becoming a customer by allocating them a number or score based on their communication or language. 

• For instance, when a lead uses some specific words that show their interest in the deal, then this AI tool instructs the members of the team by mail or notification to contact that lead for further process via phone calls or something else, so in this manner, ChatGPT can be used to generate lead as well. 

Customer Support in Multilingual 

• In global companies that have to provide customer support to different countries and people who speak different languages, ChatGPT can be considered a blessing for such companies. 
• The best reason to use ChatGPT in business is that it can translate text from one language to another in seconds. 
• According to Bluelabellabs.com, ChatGPT knows 39 languages. 
• For companies which desire to set up their business globally then, ChatGPT can aid support to expand their customer support. 

To Answer Common FAQs of Customers

• ChatGPt analyses the company’s webpage and the frequently asked questions of customers and respond to them human-likely and direct them to the sources. 
• By training ChatGPt to respond to common frequently asked questions of customers, a company can reduce its time and manpower to work on more tricky or complicated things. 

24/7 Availability of Customer Support 

• The 24/7 availability of ChatGPT makes it a super exciting and useful tool for customer service.
• Sometimes a customer gets irritated due to not getting quick responses to their queries and complaints; in such a situation, ChatGPT ensures 24/7 customer support to the company’s users.
• 64%of internet users believes that the 24/7 availability of chatbots is the best feature of chatbots. (source The Chatbot.net)

Advantages of Using ChatGPT in Businesses  

•  Now with the use of chatGPT, organizations can put manpower into the hard-to-solve and intricate work of the company rather than working on low-complexity tasks like customer support and services.
• By answering customers’ reviews and handling their complaints and queries, ChatGPT has improved the efficiency of the company and its employees, too, and now they are on the road to recovery. 
• ChatGPT has also stepped up customer satisfaction and has reduced the response time as now customers can contact the company outside business hours too. 
• Training the ChatGPT company can amplify sales and generate leads by providing prompt and reliable customer support.

Businesses that Successfully Implemented ChatGPT 

Koo

An Indian social media platform like Twitter, Koo, recently announced that its users could use ChatGPT to compose posts. Initially, this feature was only available for verified users on Koo.

Duolingo

A popular language learning app Duolingo has released its new paid subscription service Duolingo Max for its worldwide users supported by ChatGPT. This paid subscription service includes new features like “Explain my answer” and “Roleplay”.

Microsoft

Microsoft has integrated the chatGPT with its Bing chat service available on Microsoft Edge. The responses generated by bing chat are the same as the chatGPT, which one can use on the latest version of Microsoft Edge. 

Snapchat 

Recently a popular messaging app Snapchat has launched “My AI”, an artificial intelligence chatbot supported by ChatGPT that helps users learn about sports, movies and other subjects. The company will use the information the user shares with the chatbot to improve the user’s experience. 

Salesforce 

The American cloud-based software company Salesforce recently announced their Einstine GPT in partnership with chatGPT. Einstine GPT is the world’s first generative AI CRM tool capable of delivering AI-created content. 

Wrapping up 

ChatGPt has marked up the response time to the customers by giving prompt responses to the queries and complaints of the customers. To strengthen the business’s flawless performance, chatGPT has improved customer satisfaction, employee efficiency, and customer engagement.  

According to a survey, 80% of business houses plan to implement chatbots by the end of 2023. And it is not exaggerating to say that the full-blown use of AI has changed the business system and customer support entirely.

Contributed By: Srashti Soni