Key Capabilities Of ChatGPT In Customer Service Industry In 2024

The customer service industry is a thriving sector. It provides employment to a large Indian population. Over the years, newer technologies have been introduced to improve the quality of the service and achieve greater customer satisfaction. ChatGPT in customer service industry can help professionals to perform their roles with better efficiency.

Let's read about how ChatGPT in customer service industry can help professionals to produce relevant responses and gain customer satisfaction.

ChatGPT for Multilingual Support

A major feature of ChatGPT in customer service industry is the ability of the chatbot to provide multilingual support. It allows the professionals to translate the customer query from any language into any other desired language. In this way, it removes the problem of language barrier.

Does it threaten the job of professionals in the customer service industry like this? Not really. You see when you are working in this industry, you get queries from any part of the country or even the world. So, how do you handle them if you get a customer query in a language you do not understand? Simple, use ChatGPT!

The powerful tool, ChatGPT, operates on language models as a result of which it can work with different languages. It can do translations within seconds. Moreover, it can also provide human-like responses to questions when they are integrated into customer service chatbots and used as customized LLM.

In this way, a customer service professional from, let's say Assam, can seamlessly solve the queries of a customer from, let's say Tamil Nadu. Language would not be a barrier in offering services.

ChatGPT for Sentiment Analysis

ChatGPT in customer service industry can be used for improving customer responses with the help of Natural Language Processing (NLP). It is used for conducting sentiment analysis (or opinion mining) to decode the emotional context of linguistic exchange.

Sentiment analysis is an integral part of offering high-quality customer service. It allows professionals and companies to understand how customers feel about their brand. Nobody would want to have their clients be angry about their brands. However, when your customers are dissatisfied, you must soothe their anger.

Here, sentiment analysis helps to evaluate if the customers are dissatisfied. Using this analysis, you can determine a strategy that can work best for addressing the needs of your customers.

ChatGPT is trained to understand a wide range of emotions, such as anger, sadness, happiness, and frustration. So, when a customer sends an email that highlights his frustration with the product of the company, ChatGPT examines it through sentiment analysis. It will, in return, offer insights to the customer care executive to provide a detailed response to the client.

Additionally, the company can use sentiment analysis of customer feedback and responses to increase their profits. It can be done by examining the feedback collected over a period of time. It will help them get a general understanding of how the company’s products/services are performing among the masses.

ChatGPT for Summarizing Customer Queries

The process of solving a query of a customer could involve several steps. The customer may register the query with an executive at the help desk. This query may then be transferred to the concerned person of the particular department. In this way, a chain of people is involved in solving what looks like a simple query.

When information passes from one person to another, there can be chances of misinterpretation and misunderstanding. However, if the executives make a summary of the conversation they have with the customer and share the transcript with their team, it would simplify the process.

You can use a simple ChatGPT prompt and summarise the conversation you had with the customer. It will make the process of solving the query seamless. Along with this, it will also save the customers to repeat their queries every time they speak to a new executive.

ChatGPT for Data and Feedback Collection

Customer service interactions take place through calls or emails, where each conversation is recorded. It is done to assess the performance of the customer care executives to see whether they are interacting with the clients professionally.

At the same time, data is collected for improving the operations of the company. This data can provide insights into customers’ purchasing behavior, offer product recommendations, and examine customers' opinions of the brand.

ChatGPT can help automate the process of collecting data. This AI-powered chatbot can group customer information into different categories such as gender, age, region, etc. The data can be used for improving the customer experience and increase the sales of the company.

Professionals in the customer service industry can use ChatGPT to gather and analyze feedback more accurately. The chatbot can simplify this process in different ways:

ChatGPT can create feedback using customer satisfaction (CSAT) and Net Promoter Score (NPS) techniques. In CSAT, customers are asked about their experience of using a product or service. They have to choose one option from a list of options, such as very unsatisfied, unsatisfied, neutral, satisfied, and very satisfied. On the other hand, they are asked how likely they are to recommend the product/service to others in NPS. Here, the companies categorize customer responses as promotors, passive, and detractors.
ChatGPT can gather data from various social media platforms and product review websites. Often, customers leave feedback on using a product or service in the comments section of social media posts. ChatGPT can collect this data which can be analysed later.

ChatGPT for Automated Responses to Complaints and Reviews

Professionals in the customer care industry require technological help to answer to innumerable complaints and queries on different platforms. If dissatisfied or angry customers are not provided a timely response, they may take serious action.

However, it is not possible to manage customer complaints and negative reviews manually. It would take a huge workforce to respond to everyone. ChatGPT provides advanced solutions for automated templatized responses to customer inquiries.

This AI-based tool is equipped with understanding the demand of the message. Based on that, it can provide an accurate response to the customer.

ChatGPT for Creating Customer Emails

Email writing is another critical aspect of ChatGPT in customer service industry. ChatGPT can be used for creating personalized templates for emails. In this way, queries of individual customers can be solved quickly. Yet, the personalized response would take care of the needs and preferences of these customers.

ChatGPT for Answering FAQs

ChatGPT can improve customer service operations by providing helpful responses to FAQs. ChatGPT comes with the ability to be trained to provide information on any topic. This ability can be used for feeding all the important details about the company. In this way, when customers ask any common question, the Artificial Intelligence-based chatbot can provide a quick answer.

This feature of ChatGPT in customer service industry has two benefits. One, it reduces the workload on human resources. Two, it can offer enhanced customer satisfaction by offering replies to frequently asked questions.

By incorporating these uses of ChatGPT in customer service industry, revolutionary changes can be brought in the sector. It will simplify the work of professionals in the field. At the same time, it will increase customer satisfaction.

For more articles on ChatGPT, stay tuned to Unstop.

Gurpreet Saini

Sr. Associate Content Writer

An avid reader and an ambitious traveller, I like to curate stories. The instinctive desire to explore the unchartered territories of the unknown and unseen inspires me to find wonder in the cosmos. I find solace in the embrace of nature, and hope to create an environment of peace wherever I go.

Updated On: 10 May'23, 06:45 PM IST