Description
CUSTOMER SERVICE POTENTIAL
ChatGPT is an artificial intelligence (AI) chatbot that was developed by OpenAI and launched on November 30, 2022. The chatbot is usually presented in a chatbox which is a popup window on a website through which the user interacts with a live agent or in this case an AI bot.
A chatbot uses natural language processing which is a computer program that recognizes the meaning in written words and has a knowledge base that it uses to provide human-like responses to text input as in a conversation.
The current version, ChatGPT-4, has a comprehensive knowledge base of information that was publicly available up to January 2022 from authoritative sources on the web and is able to provide detailed knowledge about customer service. ChatGPT-4 is also able to interpret images which would mean that it would be able to describe a scanned image. However, this capability is still in its early stages.
Businesses can create their customized ChatGPT chatbot application by incorporating their business knowledge base and business procedures into the ChatGPT knowledge base to provide quick responses to customer inquiries, freeing up human staff to focus on more strategic tasks. With ChatGPT, plus your business content and procedures, your business can provide more tailored and relevant customer interactions to enhance the overall customer experience.
LIMITATIONS
It is important to seek guidance in the use of ChatGPT AI in a customer service chatbot, in order to avoid some pitfalls and to work around its limitations. In particular, the following should be addressed:
- Complex Issues:Â Some complex customer service issues may still require human intervention, as they might involve nuanced understanding or multifaceted problem-solving. There must be appropriate branching from ChatGPT to a human agent. Simple devices such as requesting a callback number or email can be used for this purpose.
- Dependence on Knowledge Base:Â The efficiency and accuracy of ChatGPT or any AI in customer service largely depend on the quality and breadth of the knowledge base that is used to generate responses.
- Privacy Concerns: AI’s involvement in customer service requires careful handling of customer data, to ensure that privacy regulations are adhered to.
BOBs Bureau offers ChatGPT-based customer service bots to Black Owned Businesses within a suitable customer privacy framework. Solutions include FAQ, where the chatbot can answer the most frequent inquiries that your visitors may have as well as conversational customer service which mimics a two-way conversation with a real person. ChatGPT also generates excellent content, on subjects it is requested to research. ChatGPT has significant business implications.
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