Using ChatGPT for Client Service

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ChatGPT simplifies the work of various professionals, from marketers to scientists. Support staff is no exception — they can use the neural network to communicate with customers. Can AI replace the support team? And what restrictions should be kept in mind in order to avoid mistakes? We discuss it in this article.
What is ChatGPT

ChatGPT is a generative language model developed by OpenAI. The bot is capable of answering user questions, writing articles and essays, providing medical advice, making requests to other neural networks (such as Midjourney), and much more. It is well-versed in a wide range of topics and operates in different languages, although it performs best with English so far.

Recently, OpenAI released an updated version of the bot - GPT-4, which can process images, audio, and video in addition to text. The neural network has also become more "human-like" in its responses, resembling those of real people. Moreover, the chatbot can now interact with third-party services. It already works with apps from companies like Expedia, Instacart, KAYAK, OpenTable, Shopify, Slack, Zapier, and more.
Benefits of Using ChatGPT in Customer Service
Let's delve into customer service. ChatGPT integrates with Pulsedesk’s helpdesk system, enabling agents to instantly tailor their responses to the situation and communicate with customers using the company's desired tone of voice.

Here's how it works:
  • Your employee types the response to the customer's query and clicks the ‘Improve the message’ button.
  • A drop-down menu appears with four options: ‘Expand your reply’, ‘Shorten your reply’, ‘Friendly tone’, and ‘Business tone’.
  • The employee selects the desired action.
  • Our AI algorithm enhances the message according to your requirements. You can review and edit it before sending it out.
Done! Look at the examples:

We would have solved the problem faster if you had given the information right away 😡
Hey there! Next time, can you please provide us with all the necessary information right away? It will help us solve any issues you have much quicker. Thanks! 🙂
The employee spent only a few seconds processing the request, and the client didn't even notice the involvement of a neural network. This function is available to all Pulsedesk users without the need for any additional connections.

Of course, the capabilities of the neural network extend beyond this — each developer can utilize it in their own way. Here are some other ways in which a neural network can be useful for companies aiming to enhance their customer service.
  • Summary. Sometimes, correspondences can become lengthy and confusing. The neural network has learned to draw conclusions from the text, so don'’ overlook this capability.
  • Translation. Particularly useful for companies operating in different markets with a multilingual audience. ChatGPT can assist in translating texts, saving valuable resources. However, human involvement is still necessary to rectify any significant mistakes made by the neural network.
  • Information search. The neural network can provide correct or close-to-correct answers to queries. Nonetheless, employees should verify the accuracy of the response before sending it. Regardless, this process requires less time than composing a message from scratch.
  • Onboarding assistance for new agents. AI can serve as a work partner, guiding newcomers through potential customer communication scenarios and providing links to useful materials from the internal knowledge base.
  • Automation. Remember that 40% of customer requests are often repetitive. By integrating ChatGPT, for example, into a website widget, companies can automate the handling of the simplest and most common inquiries.
  • Availability 24/7. ChatGPT is accessible at any time, even outside of business hours (for greater reliability, it is recommended to use the paid version). This enables increased customer loyalty and reduced service requests.
Main Limitations of ChatGPT

It is important to acknowledge that ChatGPT is not an encyclopedia. It retrieves information from open sources, compiles it, and presents it as the correct answer. Although the responses may sound plausible, they can be misleading. In fact, the programming platform Stack Overflow recently banned ChatGPT-generated responses due to their frequent inaccuracies.

Based on the experiences of various companies, we outline the main reasons why customer communication should not be entirely delegated to ChatGPT.
  • Factual errors. AI often makes mistakes in providing factual information, which can confuse users further and worsen the situation. The question of responsibility in such cases remains unclear.
  • Lack of probing questions. Customer inquiries can be vague, and sometimes additional details need to be gathered to solve a problem.
  • Handling complexity. ChatGPT may struggle with complex tasks that require expert knowledge or professional skills.
  • Lack of empathy. The chatbot is incapable of discerning the emotional state of the client, which is sometimes necessary for effective customer support.
  • Data security risks. There is a potential risk of personal data leakage, especially when the chatbot handles sensitive information.
  • Verbosity. The neural network can provide a wealth of information, but much of it may be of little practical value.
  • Generic responses. ChatGPT may offer general answers that do not address the specific issue at hand.
Recently, HelpScout conducted an experiment comparing responses from a bot and a real help desk employee. In most cases, the AI performed much worse than a human. Let's consider an example: a client asked if they could receive a recording of an online webinar they would be unable to attend.

Here's ChatGPT's response:
I'm sorry to hear that you won't be able to join us for our live webinar on the 15th. I have forwarded your request to our team, and they will contact you shortly. Thank you for your interest!
In contrast, a human response would be:
We're glad to hear that you're interested in attending the webinar! Sign up, and we'll automatically send you the recording when it's finished :) Let me know if there's anything I can do to assist you!
The difference is evident: the neural network provided a lengthy response that did not effectively help the client.

Neural networks, even the most advanced ones, cannot fully replace support service operators. Their primary role is to alleviate employees from mundane tasks, enabling them to focus on more complex and creative work. However, this technology can undoubtedly help enhance the quality of service and relieve teams from routine responsibilities.