How to use ChatGPT for customer service

Level: Intermediate

Generative Artificial Intelligence, such as ChatGPT, is the best ally for customer service. Not only is it known for its ability to generate personalised responses, but it also doesn’t need a content tree to work, which makes it easier to implement.

Both qualities stem from its ability to learn and reason independently, taking into account the context of the conversation and the previous interaction history with other users.

ChatGPT for customer service has hundreds of applications. In this article, we explain the most common ones used by our customers to automate tasks, gather more information and ultimately be more effective with customers.

6 USE CASES FOR CHATGPT IN A CONTACT CENTRE

1. CHATGPT TO SUMMARISE A CUSTOMER INTERACTIO

AI is known for its ability to analyse large amounts of data and extract behavioural patterns, so we can use it to summarise any type of interaction (emails, phone calls, video calls and chats).

Once the agent has finished the conversation, we can use ChatGPT to process the tone of voice, keywords and the evolution of the dialogue and generate a summary.

2. AUTOMATIC CATEGORISATION OF A CONVERSATION WITH CHATGPT

Another administrative task that can be delegated to artificial intelligence for customer service is categorisation. Not only do we free agents from a routine task where they don’t add value, but we can also standardise a specific tagging protocol.

For example, if ChatGPT detects that a user has revealed their religious orientation in a conversation, it can tag the conversation so that the supervisor knows to remove sensitive information that should not be stored.

3. CHATGPT TO EVALUATE AGENTS

At the end of the conversation, we can also use ChatGPT to generate a report on the agent’s performance. This will allow us to evaluate all conversations, create more objective reports and provide written evidence.

When building our generative AI, we should specify the particular aspects we want it to analyse, be it the agent’s problem solving skills, the way they present themselves, their tone of voice, etc.

4. USING CHATGPT TO TRAIN CALL CENTRE AGENTS

Just as we use ChatGPT on a personal level to search the Internet for us, we can also create an AI that is fed only with internal company information (manuals, instructions, return policies, etc.).

To make agents more autonomous and faster at resolving queries, they can ask the bot a question and, after consulting the knowledge base, it will provide a concise and immediate answer.

5. CHATGPT AS A SUPERVISOR TO PROACTIVELY HELP AGENTS

ChatGPT can also provide proactive assistance to agents by eliminating the need for manual information searches. Like a ubiquitous entity, it integrates with contact centre software, analysing nuances and helping each agent in a personalised way.

It can even suggest text to speed up an email response, detect and correct spelling mistakes and indicate when to offer a discount, based on the history of interactions.

6. PROACTIVELY HELP CUSTOMERS WITH CHAT

Anticipating customers’ problems before they need to contact you is key to delivering a great customer experience.

In the automotive sector, one brand created a bot that automatically scheduled a service appointment every time the vehicle displayed an oil change warning.

7. CHATBOT FOR AUTOMATIC PERSONALISED RESPONSES

Yes, generative AI is known for its great ability to generate personalised responses because, as mentioned above, it “gets to know” the user through previous interactions with other consumers.

Recently, we analysed several success stories in the retail sector and showed how some brands could use a chatbot with ChatGPT to offer personal shopper services to users visiting their website.

HOW TO USE CHATGPT TO SERVE YOUR CUSTOMERS

To use ChatGPT in your contact centre, you need to hire a virtual customer service assistant that integrates with ChatGPT, such as EVA (Enreach Virtual Assistant). This AI assistant can be used on all your channels, whether phone or written (chat, email, WhatsApp, etc.) and can be more easily connected to third party systems.

Discover all you can do with EVA, the customer service AI integrated with ChatGPT.