ChatGPT in Contact Centers : Transforming CX

Have you ever had a conversation with someone, only to realize later that they were an advanced technology?

No, I’m not talking about science fiction movies. I’m talking about the latest innovation in the world of customer service and support – ChatGPT!

Contact centers have come a long way in recent years, with companies constantly looking for new and innovative ways to provide support to their customers.

When it comes to managing customer inquiries, AI and ChatGPT in contact centers can be a valuable & powerful tool.

With its ability to quickly provide basic information like account balances, store hours, and product details, ChatGPT helps streamline the customer service process and reduce wait times for customers.

Interestingly studies say, 70% of respondents believe that ChatGPT will eventually take over Google as a primary search engine.

A. What is ChatGPT?

ChatGPT (Generative Pretrained Transformer) is an AI-powered language model developed by Open AI. The first version was released in June 2018.

However, the specific version of GPT that is commonly referred to as “ChatGPT” was released later on, in 2019.

This version was specifically trained to be used in conversational contexts and to provide natural language responses natural to a wide range of queries.

ChatGPT is trained on a massive database from different sources like books, articles, and websites.

During this training process, the model analyzes the data and recognizes patterns such as common word usage and sentence structures.

This helps the model to understand natural language better and generate more accurate responses.

As an artificial intelligence language model, it plays an important role in enhancing the customer experience and customer service in contact centers.

Let’s understand the role of ChatGPT in contact centres and its capabilities.

B. 7 Uses of ChatGPT in contact center

ChatGPT understands and generates human-like conversations . ChatGPT acts as a virtual assistant that helps individual customers with their problems and provides support.

Customers may interact with ChatGPT through messaging platforms like live chat, bots or social media and get prompt, personalized answers to their queries.

This platform performs a wide range of functions, such as handling frequent questions and simple transactions.

Let’s understand the capabilities of ChatGPT in a contact center and how this improves overall efficiency:

1. Instant customer support

ChatGPT instantly assesses the customer’s query and helpful responses right away with an appropriate solution.

Customer wait time decreases and overall customer satisfaction increases because of ChatGPT’s rapid and accurate replies.

This technology easily resolves the customer problem without any delay.

Moreover, ChatGPT future trends indicate even more streamlined interactions through advancements like enhanced contextual understanding and proactive issue resolution capabilities.

ChatGPT can manage multiple conversations and handle multiple questions in real-time, ensuring that customers get quick responses.

With the added benefit of AI Call Summary, ChatGPT fosters a great customer experience and locks in customer loyalty.”

2. Improves First call resolution (FCR) rates

FCR is a critical performance metric that measures the percentage of customer inquiries or issues resolved during the first contact with a customer support agent.

High FCR rates are important as they indicate that customers’ issues are resolved quickly and efficiently, leading to increased customer satisfaction and loyalty.

Thanks to ChatGPT’s rapid analysis and response capabilities that reduces wait time and problems are solved right away.

As a result, FCR rates increase and consumers are more likely to have their problems fixed at the initial encounter with the AI in contact center.

3. 24/7 Availability

ChatGPT acts as a virtual assistant that is always on and available to help customers at any time of day or night.

ChatGPT can run nonstop around-the-clock, unlike human agents who have set breaks and working hours, making it the perfect alternative for companies that need to provide customer assistance outside regular office hours.

Regardless of their location or time zone, customers may communicate using messaging services like live chat or social media and get quick answers to their questions.

4. Cost effectiveness

One of the main benefits of deploying a virtual assistant is cost effectiveness.

Businesses can save a lot of money by reducing their dependency on human agents and automating customer assistance with ChatGPT.

For small to medium-sized firms that do not have the resources to recruit more people or outsource their customer care, ChatGPT might be very helpful.

Furthermore, ChatGPT is  programmed to respond to typical queries and solve simple problems, freeing up human agents to concentrate on more complicated queries that call for personalised knowledge and expertise.

5. Reduce customer churn

ChatGPT is programmed to anticipate and proactively address customer needs, reducing the likelihood of customers churning due to poor service or support.

24/7 availability helps contact centers offer timely support to customers, even outside of traditional business hours, reducing the likelihood of customers seeking support from competitors.

ChatGPT in contact center improves customer churn by  delivering a smooth and customised customer experience. This AI technology analyses client enquiries and offers end-to-end solutions quickly.

ChatGPT uses its natural language processing skills to solve customer issues and decrease customer wait times.

6. Data analytics

ChatGPT collects and analyses data from customer interactions, such as chat logs, sentiment analysis, and customer feedback, providing businesses with insights into customer preferences, pain points, and areas for improvement.

Additionally, with the integration of NLP, speech to text and speech analytics, ChatGPT can now extract valuable information from spoken interactions, further enriching the pool of actionable insights.

This data is used to optimise customer support procedures and make decisions in contact centers, such as call center automation identifying frequent customer inquiries and developing resources to proactively respond to them.

7. Efficient issue resolution

When a customer initiates a chat with ChatGPT, the system can quickly and accurately understand the customer’s inquiry such as frequently asked questions, basic account management, and simple transactions.

By handling routine tasks and inquiries, ChatGPT helps contact centers reduce the workload of human agents, enabling them to focus on more complex issues that require human expertise.

This results in faster issue resolution and a higher quality of support for customers.

C. Drawback of ChatGPT in contact center

ChatGPT  provides many benefits in a contact center,  but there are few customers that prefer speaking with a live person.

So let’s understand the drawbacks

1. Lack of emotional intelligence

A machine-based system, ChatGPT lacks the emotional touch of a person.

This means that technology might be unable to comprehend the customer’s emotional condition, resulting in less personalised and empathetic answers.

2. Limited ability to handle complex issues

ChatGPT handle routine tasks and common inquires but it can have trouble with objections and more complicated problems that call for human expertise.

Customers may experience longer wait times and less effective customer service as a result.

3. Dependence on technology

ChatGPT is reliant on technology, which may experience  technical issues and downtime.

If the system experiences such difficulties, it may not be able to provide 24/7 support to customers.

D. Chatbot VS ChatGPT

Chatbots and ChatGPT are both conversational intelligence agents used in customer support.

However, there are some significant differences between the two.

Chatbots are rule-based systems that interact with customers using pre-programmed responses.

They are designed to handle common inquiries and interactions, and they frequently use decision trees or keywords to determine the appropriate response.

Call center chatbots can be useful for performing high-volume, routine tasks and providing quick responses to customers.

ChatGPT for call center , on the other hand, is a more advanced system that understands and generates responses to customer inquiries using natural language processing and machine learning algorithms.

This understands context, suggests meaning, and generates human like responses. Which makes ChatGPT more adaptable to varied client engagements and allows it to manage more complex questions that might require human assistance.

E. Will ChatGPT replace contact center agents?

ChatGPT provides several benefits to a contact center, like 24/7 availability, multilingual help, and data analytics.

However, it is not recommended to replace human agents entirely with ChatGPT.

Human agents have emotional intelligence, creativity, critical reasoning, and problem-solving abilities that ChatGPT does not.

Human agents can add a personal touch, create connection with customers, and manage difficult issues that require human experience.

They easily adapt to new situations, create creative solutions, and show empathy and understanding to customers in challenging situations.

Instructing ChatGPT with good prompts can handle common tasks and respond quickly and consistently, it may struggle with more complex issues and lack the human touch that many customers appreciate.

Furthermore, ChatGPT is reliant on technology, which is vulnerable to technical issues and downtime.

Therefore, ChatGPT can be used as a virtual assistant to help human agents in a contact centre, but it is not appropriate to completely replace human agents.

Conclusion

The incorporation of advanced language models like ChatGPT in contact center operations has proven to be a great tool in increasing client experiences and maximising overall efficiency.

This technology has exhibited the ability to understand and respond to customer inquiries effectively, providing accurate information and personalized assistance.

However, it is crucial to create a balance between automated support and human agents to maintain a seamless and personalized customer journey.

FAQs

• 1. Is ChatGPT used for customer service?

  Yes, ChatGPT is indeed utilized for customer service. Its advanced natural language processing capabilities enable it to comprehend and respond to customer inquiries effectively, offering valuable support and assistance. It can manage a diverse array of customer questions while helping to enhance the efficiency of customer service operations.

• 2. Will ChatGPT replace call center?

  Although ChatGPT can streamline various elements of customer service, it is unlikely to fully replace call centers. Human agents remain essential for delivering empathy and addressing complex issues, capabilities that ChatGPT may not entirely replicate.

• 3. What is the scope of the ChatGPT?

  The scope of ChatGPT includes offering conversational support and generating replies based on user input. It can address a wide range of topics and participate in discussions, though its outputs should be thoroughly assessed and may need human supervision for optimal accuracy.