Using ChatGPT in customer service

Customer service is dynamic and constantly evolving. New technologies are constantly emerging, with efficiency and customer experience being the top priorities. As a result, advanced technologies are essential for companies to provide the best customer service.

The latest addition to the AI landscape is Generative AI, which is used in OpenAI’s ChatGPT, for example.

What is it actually - and how is it being used in customer service?

What does GPT stand for?

“GPT” stands for Generative Pre-trained Transformer. The term refers to an AI or artificial neural network that is used to communicate with users via text-based messages.

GPTs include applications such as OpenAI’s ChatGPT. However, there are also other GPTs.

How does ChatGPT technology work?

GPT technology is based on so-called Large Language Models (LLM). This is a machine learning model that helps computers to understand and process large amounts of data (text volumes). Modern machine learning technologies are used to generate answers that sound natural and are relevant to the conversation being held.

GPT technology uses transformers, a type of neural network that is used in all Large Language Models (LLM). Transformer models are used to analyze different texts so that the system can recognize and distinguish the linguistic patterns of the texts.

The language model is then trained by supervised learning to generate answers to previously posed questions (“fine tuning”). In the final step, reinforcement learning through human-influenced feedback (“RLHF”) is used to further optimize the system.

Advantages of ChatGPT technology in customer service

The great advantage of generative AI is that it has significantly better analytical capabilities and therefore more natural conversational skills. Through the use of extensive knowledge databases and the analysis of data volumes, these systems demonstrate a deep understanding of customer queries and contexts, ensuring more personalized and effective interactions.

The evolution from simply understanding text to seamlessly generating responses marks a major paradigm shift in the dynamics of customer service.

Our chatbot is based on this very GPT technology and is currently being used by our customers. We show why the chatbot is better than conventional bots in the following use cases.

ChatGPT technology in customer service in the tourism industry

Journey to improved customer loyalty

A large tour operator has implemented the GPT chatbot to improve customer interactions. Previously, the chatbot ‘only’ understood the text and played out simple answers that were already available in the database. Now the technology generates the chat itself and the bot no longer has to ask, for example, “Did you mean X or Y?“.

The chatbot understands requests better and provides improved answers at the same time, which is a win-win situation for both sides. This leads to fast, seamless interactions and an optimal customer experience, which in turn has a positive impact on customer satisfaction.

The chatbot provides accurate information specifically tailored to the questions asked and can give customers immediate information on destinations, booking conditions, availability and prices, minimizing waiting times. In addition, it is available around the clock to answer customer questions, regardless of their geographical location or time zone.

It also accurately addresses issues such as rebookings, cancellations or complaints and provides multilingual support for international travelers as the GPT technology automatically understands languages and can translate the content on its own.

In addition, the chatbot collects feedback from customers to continuously improve the service and automates the booking process to speed it up and reduce potential errors.

Another important point is the handover to the human employee. For example, customers can receive a travel offer and ask questions about it. The bot then decides at the right point when to make a handover and redirect the customer to the service employee.

GPT chatbots at major car manufacturers

In the fast lane of customer service

To ensure customers aren’t left in the dark at night, a leading car manufacturer has taken an innovative approach: integrating an advanced GPT-based chatbot into their customer service. Previously, customer service was limited to traditional working hours, leaving customers with questions or concerns unanswered in the evenings and at night - a source of frustration and potential customer churn. A solution was created with the implementation of the GPT-based chatbot.

This chatbot was specifically trained to have natural and nuanced conversations with customers, answering questions, solving problems and even offering buying advice. The goal was to provide a seamless and effective customer experience, regardless of the time of day. Customers now enjoy the convenience and quick access to help without having to worry about opening hours or queues.

The continuous availability of the chatbot strengthened customer loyalty and consolidated trust in the car manufacturer’s brand. Night-time customer care was improved, customer churn reduced and the brand established itself as a pioneer in customer service innovation. This continuous provision of high-quality services, regardless of the time of day, demonstrates the optimal adaptation to customer needs.

In addition, the bot recognizes when it makes sense to book an appointment with customers and then carries out this booking directly.

The IT industry and GPT-AI

GPT technology is not only an advantage for the traditional e-commerce market or tourism, but can also be used in many other industries. For example, a well-known software company also uses the GPT chatbot.

In complex IT support, there are many cases in which several documents often have to be actively used to find a solution. The GPT chatbot is able to analyze various documents and link the entries in the database to ultimately provide the right answer. It is also context-aware and can therefore better understand and even continue the entries in the database.

Generative AI technologies in customer service

In contrast to conventional rule-based systems, generator-based models such as GPT demonstrate superior capabilities in understanding natural language and creating contextualized responses. This results in a number of application areas in which GPT technology can be optimally used.

Chatbots for customer service

Generative chatbots can be integrated into customer service to answer customer queries, provide information and solve problems. The advantage of these chatbots is that they can understand natural language and provide human-like responses to offer customers a seamless and efficient customer experience.

Personalized recommendations and support

By analysing customer profiles and customer behaviour, generative AI algorithms can make personalized recommendations for products or services. For example, they can support customers in their product selection or suggest special offers based on their purchasing behavior.

Automated ticket processing

The use of generative AI can categorize incoming customer inquiries and customer complaints and automatically initiate appropriate measures. This can reduce processing times and significantly improve the efficiency of customer service by automating routine tasks.

Translation and multilingualism

Generative AI can be used to understand and respond to customer queries in different languages. This enables companies to offer global customer service and support customers in their preferred language, regardless of their geographical location.

Generating content

The creation of personalized marketing content, emails, notifications and other forms of customer communication can be handled by generative AI.

The generative AI chatbot with simple integration

… these are just a few of our cases, we can serve many more industries! Integration is quick and easy. If you are also ready for Generative AI in your customer service, you are welcome to contact us or arrange a demo with us!