ChatGPT has the potential to transform customer service beyond recognition. AI-enhanced technologies are changing how firms approach their customer communications and helping them drive more value. Banks, charities, police forces, housing associations, and retailers can all benefit by joining the 100 million-plus existing users.
The quality of online customer care is fast becoming a differentiator between companies that succeed and those that don’t. Those that can provide a quality service put themselves at a significant advantage against the competition.
Today’s customers expect a prompt and personalised service that meets their needs immediately. However, that can be challenging to achieve using conventional over-the-phone or email human-based approaches.
However, advances in artificial intelligence are altering the status quo. Technologies like OpenAI’s GPT-3 (and other large language models (LLMs) like it) have the potential to fundamentally change the game, providing a higher level of customer care than ever before.
How Will GPT-3-Related Technologies Transform The Customer Experience?
The introduction of advanced AI technologies like GPT-3 could have a remarkable effect on your organisation’s ability to provide customers with the services they want, particularly if you operate in a public service, housing association, charity, or retail outlet.
24/7 Availability
For instance, AI chat is available 24/7. Unlike human agents with limited working hours, the system can support customers around the clock. This ensures that users can get help whenever needed, increasing trust and confidence in a business’s ability to provide reliable service.
Consider the potential benefits for the police force. Citizens can contact constabularies without having to make conspicuous calls that could compromise their safety. Furthermore, officers could use the technology to search and cross-check statements rapidly, enhancing efficiency.
Personalised Interactions
We’re likely to see the rise of the need for more bespoke conversations with customers. GPT enabled services can help provide these personalised interactions, tailoring responses to meet each individual’s needs by analysing context, customer data and preferences.
This personalised interaction can help businesses build stronger relationships and improve the customer experience. It can also build rapport; even before any interactions with a human agent.
For instance, GPT powered chat could help housing associations reduce friction and boost tenant engagement. Active Housing, a leading UK housing sector brand, believes AI tools could function as virtual assistants to help tenants with common issues and inquiries. Tenants could use it to report maintenance issues or ask about rent payments, freeing up admin for more complex tasks.
Naturally, it could also assist retailers (in ways we covered in a previous blog). GPT infused chatbots could provide customers with personalised product offers, order status updates, and promotions.
Cost-Effective
Costs are high across sectors, but particularly high in areas such as insurance. The industry spends billions on call centres every year to process claims. However, McKinsey claims that automation tools could reduce claims journey costs by as much as 30 per cent.
Intelligent AI chatbots can handle multiple conversations simultaneously, which increases efficiency and productivity and gives human agents back the time to deal with more complex issues. AI-powered systems (such as Futr’s conversational AI chat services solution) can respond to thousands of people simultaneously without delay.
Faster Support
Lastly, artificial intelligence chatbots can respond instantly to customer queries. For instance, customers can get immediate answers to their questions without waiting on hold or navigating through complex phone systems. Again, this instant support can help businesses to self-serve (using a chatbot service), which in turn will help to improve customer satisfaction and increase loyalty.
Citizens contacting police, for instance, could receive tailored responses to natural language questions immediately. Central government administrators could streamline budgeting, reducing the need for chat-based reps.
It could also help international charities. Live platforms, such as ours, can facilitate communication across hundreds of languages, reducing friction and inefficiencies.,
Lastly, universities stand to benefit significantly. Chatbots could potentially generate responses to UCAS related application questions, course requirements, prerequisites and accommodation queries, reducing the stress on administrators.
How To Unleash the Power of Advanced AI In Your Customer Service Function
When OpenAI first released GPT3.5 in November 2022, it took businesses a few weeks to fully comprehend what this meant for them. Suddenly, they had access to the most advanced chat language model in the world.
Thanks to this, artificial intelligence chat is taking off. Organisations are realising that systems like ChatGPT have the capacity to be wildly more engaging than previously thought. With the support of a smart AI chatbot, businesses will be able to fully support and work alongside human chat agents.
Here are some of the ways you can implement smart AI and GPT-based chat solutions into your business:
Look For Use Cases
The first step is to look at how you might use self-serve in your organisation. For example, Chat GPT can be used to provide support for frequently asked questions, help customers navigate through product or service options, or assist with basic troubleshooting. You can also use it to redirect clients to an online customer service number.
Integrate the Chatbot
Once you know how you will help customers, the next step is to integrate the chatbot into your customer service function. This involves connecting it to your customer service platform and training the chatbot to understand your business and customers. SaaS solutions like Futr do this for you, but the more data the chatbot has access to, the better it will be able to understand and respond to customer inquiries.
Monitor & Optimise Performance
The final step is to monitor and optimise the performance of the chatbot. This involves tracking metrics such as customer satisfaction, response time, and resolution rate. Based on this data, you can then optimise the chatbot to improve its performance over time
Conclusion
In conclusion, the integration of advanced AI technologies like GPT-3 and chat-as-a-service solutions like Futr AI can have a significant impact on the customer service function of any organisation. With 24/7 availability, personalised interactions, cost-effectiveness, and faster support, businesses can improve the customer experience, build stronger relationships, and increase customer satisfaction and loyalty.
To unleash the power of AI in your customer service function, you need to identify use cases, integrate the chatbot, train it to understand your business and customers, and monitor and optimise its performance over time. By following these steps, businesses can stay ahead of the competition and deliver an exceptional customer experience.
If you are ready to learn more about how chat services and ChatGPT can support your organisation, request a FREE demo below.
