ChatGPT is a seriously hot topic. Professionals from all industries have been eager to weigh in on the debate that this impressive tech tool has created.

There are claims that ChatGPT will revolutionize everything from coding to content writing to customer support. And that’s in its current form. ChatGPT’s creator, OpenAI, is already showing off a more advanced GPT-4 model.

Meanwhile, big tech players are busy integrating AI into their offerings.

Microsoft has announced its “AI co-pilot for the web” incorporating ChatGPT’s capabilities into the Bing search engine. And Google has unveiled Bard, a ChatGPT competitor.

There’s a lot of hype around ChatGPT. But what does this AI platform really mean for the world of customer experience and customer communication? In this post, we’re going to explain all.

What is ChatGPT?

Let’s start with a few techy basics. ChatGPT is an AI chatbot and a natural language processor.

More specifically, it’s a Large Language Model (LLM) generative AI trained on a massive dataset of information under the supervision of humans who “taught” the model in the same way they’d teach a fellow human.

So, what’s the big deal? Haven’t we seen similar tech to this before? No, not really.

ChatGPT is unique because its natural language processing ability makes it easy to communicate with. In fact, because it can essentially hold a conversation, you can communicate with ChatGPT in much the same way you would with a real person.

It’s a massive leap in AI technology, moving away from old AI’s clunky interactions to something more realistic and human.

People are already putting ChatGPT to excellent use. By inputting instructions, they’re getting it to write and fix code, generate essays, poems, short stories, and lots more.

Importantly, people are also using ChatGPT to create custom messaging for customers. ChatGPT is being used to generate text messages and marketing copy and to provide support for customer service teams.

ChatGPT and generative AIs are a huge step forward for CX and autonomous communication

ChatGPT — and any other generative AIs that hit the market in the future — have great potential for customer service and customer experience. They can perform several really valuable customer service and CX tasks.

Here are just a few.

Chatbot development

ChatGPT can help companies design chatbots more quickly than ever before. Its speedy processing means you can generate lots of different potential conversation points.

Chatbot functions

You can also integrate ChatGPT into a website or app to support customer queries. Your ChatGPT bot can engage in multi-step conversations and ask follow-up questions.

Unlike other chatbots, ChatGPT can “remember” what happened earlier in the conversation, making digital communications more natural and reassuring for customers.

Fast answers

ChatGPT can retrieve information at lightning speed. Use it as part of your automated communications, and customers will never be left waiting.

Translation

ChatGPT can speak English, Spanish, Arabic, Mongolian, Vietnamese, Hebrew, and much more.

With the help of ChatGPT, you can offer support to customers in a huge variety of languages, which means better customer service no matter where your business or your customers operate.

Gathering feedback

When you make ChatGPT part of your chatbot team, you can use conversational AI to collect NPS and CSAT customer feedback without redirecting customers or using popups.

Feedback analysis

ChatGPT can take customer feedback, like reviews and social media posts, and analyze them to produce actionable feedback data.

But this tech goes even further. It can mine chatbot conversations to conduct an intelligent sentiment analysis, giving you a much more holistic view of how customers feel about your brand and service.

Personalized recommendations

With access to customer data, ChatGPT can offer personalized recommendations directly to your customers. It can also use predictive analysis to determine what an individual customer will likely want or need next.

Improving agent productivity

It’s clear that ChatGPT is pretty impressive. It even suggested some of the points we’ve listed above!

Ultimately, this new tech tool can lighten the load for human CX and support workers. It takes on the repetitive manual tasks involved in customer support.

This frees up your team to deal with complex customer requests. And it also gives them extra time to spend with each new customer, delivering the next level of customer service.

All in all, ChatGPT and other generative AIs stand to boost agent productivity, make an agent’s work more interesting and satisfying, and give customers an enhanced level of service too.

A few words of warning

ChatGPT has got lots of people very excited. But it’s important that we don’t get too carried away.

While more advanced than anything we’ve seen up to this point, this AI tech isn’t perfect. It’s still in development, and it does make mistakes.

The dataset ChatGPT was trained on only includes information up to 2021. And it doesn’t access the internet so it can’t find more recent information.

It’s also been known to tell the odd lie. ChatGPT sometimes makes things up — so you have to fact-check anything it says.

However, despite all of these disclaimers, when used with the right amount of caution and for the right tasks, ChatGPT has huge potential for you and your customers.

How CommBox is using ChatGPT to maintain first-class AI functionality for customers

Automation and AI are already at the core of our omnichannel platform.

They’re helping our clients offer an exceptional, conversational experience to their own customers, with seamless handover between AI and humans.

Our automation includes AI chatbots, automation rules, a built-in knowledge base, and other capabilities that streamline complex business processors and enable seamless interactions across all customer touchpoints.

Our omnichannel and automation capabilities enable our customers to:

  • Improve customer satisfaction by an average of 20%
  • Save 20%-35% of their workforce
  • Increase sales by 25%

And we’re confident that by integrating ChatGPT into our platform, our customers will enjoy even better results.

Want to experience CommBox for yourself? Request a demo to see what our customer communication platform can do for you.