How to streamline your customer service with ChatGPT

How to streamline your customer service with ChatGPT

The public release of ChatGPT in 2022 sparked widespread interest in generative AI (GenAI) technology. This form of AI has significantly impacted various industries, particularly those that utilize chatbots, such as contact centers. For years, chatbots have helped contact center managers cut costs and provide round-the-clock service. However, many of these bots struggle with understanding natural language. In contrast, ChatGPT excels at interpreting complex languages and offers more human-like interactions.

Besides using ChatGPT for chatbot training and answering general customer questions automatically, customer service agents can utilize it in many other ways. 

Generate response templates

Chat and email templates are essential if you want to save time and energy, avoid typos, and create professional responses to customer inquiries. ChatGPT can help to generate templates for the following cases:

  • Reply to customer service inquiries and reviews. While using ChatGPT, you can indicate the response length, and the detailed description will help ChatGPT get the right response tone.
  • Summarize customer inquiries. To assist agents in quickly identifying customer issues and gaining insight into their concerns, ChatGPT can be used to summarize incoming inquiries and previous interactions.
  • Create customer service response templates. These can be responses to customer complaints, product returns, or positive reviews.

Handle marketing tasks

Customer service and marketing have gone hand in hand for many ways. By leveraging both, this creates great customer experience. It also helps the brand’s reputation stay intact and keep loyal customers. To facilitate the workflow of a marketing team, ChatGPT can be used to:

  • Create content. With the help of ChatGPT, marketers can write catchy posts and press releases.
  • Plan campaigns. ChatGPT can be used to spot trends, predict what might work, and monitor competitors’ activities.
  • Generate reports. ChatGPT can easily generate market research and industry reports.
  • Optimize SEO. You can get suggestions on keywords, generate optimized meta titles, descriptions, and alt texts, revise and improve existing content for better ranking and engagement.

Translate emails and social media comments

Many companies support a global customer base, requiring them to provide services in multiple languages. Contact center agents can utilize ChatGPT to translate communications like emails and social media comments into more than 80 languages.

If you assist your customers via Live Chat, you can use live chat software with AI or an integrated real-time translation tool to translate your and customer’s chat messages.

Automated translation significantly facilitates customer service workflow and lets customer service agents communicate with clients worldwide. It breaks the language barriers and opens new opportunities for businesses.

Why should I add a human touch to ChatGPT results?

It’s crucial for customer service, sales, and marketing to build a connection with customers or the audience. ChatGPT, in most cases, delivers clean and structured responses without any emotional connection. Thus, it is necessary to add some human touch and personalize those responses and templates before sending them to customers.

People buy based on emotion, then justify with logic. A human voice brings empathy, warmth, and relatability — things AI can mimic, but only you can personalize. You also know your product, your brand tone, and your audience better than ChatGPT. Tailoring the AI’s output ensures it aligns with real-world conversations and specific pain points.

Here are some examples of robotic vs personalized responses:

Robotic: “Your issue has been noted. We will respond within 24–48 hours.”

Human-toned: “We are sorry to hear about your issues. We understand how frustrating it must be. Our team will get in touch within 24-48 hours. Thanks for your patience.”

Robotic: “Your order is delayed. Estimated delivery is May 30.”

Human-toned: “It looks like your order is running slightly behind and will be delivered on May 30. Please accept our apologies for this delay.”

Robotic: “Subscription has been successfully canceled.”

Human-toned: “We are sorry to see you leaving. We have processed your cancellation request and will be glad to see you among our customers again.”

ChatGPT is a great tool that significantly facilitates the customer service workflow. However, modern customers expect a personalized approach and will be disappointed to see dry and clean responses instead of human-toned ones.

Olga
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