Introduction
ChatGPT has been a buzzword for a while in the IT industry now. It is definitely a great helper for any professional who works with any information. The ease of use and results of ChatGPT are driving other industries to another level of efficiency. So what exactly is ChatGPT?
ChatGPT, which stands for Chat Generative Pre-trained Transformer, is a large language model-based chatbot developed by OpenAI and launched on November 30, 2022, which enables users to refine and steer a conversation towards a desired length, format, style, level of detail, and language.
Wikipedia
We can translate this into simple words: ChatGPT is a chatbot that uses Artificial Intelligence. It works based on training data and is able to answer questions in a very human-like form (text usually). It has a lot of features that you can enable by just asking in your own words.
For instance, you can ask general questions in any language about anything. You will be surprised how the bot will generate human-like responses. If you don't like them, you can ask to provide answers in a different manner. You can ask for different tones, styles, levels of detail, or lengths.
Benefits of Using ChatGPT for Customer Support
There is a lot of space where ChatGPT could improve your Customer Support service. The quality of ChatGPT responses enables Customer Support teams to establish 24/7 Customer Support for the vast majority of questions. Businesses will love it because they will save the cost of human power in the Customer Support department.
There are other benefits too, like scalability, the multilingual feature, fast response times, etc. However, it may not be suitable for handling extremely complex or sensitive customer issues. They just might require a high degree of empathy and human judgment.
ChatGPT Live Chat Use Case
At SignalZen we implemented a chatbot feature that we call here Copilot. It's basically a Live Chat ChatGPT integration with our own training data. The training data we took from our website, documentation website and we constantly add more to the sources. Basically, the Copilot scanned our website and copied the content to the training data for ChatGPT.
The next question is how and when we enable ChatGPT bot to talk to our website visitors. We just set a trigger on SignalZen Console, that the bot starts working after our operators finish their working hours. You can also configure that for working always or never (ad-hoc turning on/off).
Monitoring is also a caveat. We don't want to miss an important chat from overseas with a potential client who is asking about a discount. By clicking a button through Slack, Microsoft Teams, or Console, we can turn off Copilot for a desired conversation. Then we can jump into the conversation and continue from there.
Overall, we're very happy with our ChatGPT Customer Support bot.
Integration and Implementation
Integration ChatGPT in any platform consists of OpenAI account creation and that platform's integration with ChatGPT. In the platform, you will need to enter OpenAI API secret key. You can generate it by logging in to the OpenAI platform.
Here at SignalZen the process is like outlined above. We have a Copilot wizard that will ask you questions and actions on each step. This makes the integration process much easier.
Training and Fine-tuning
During the setup of ChatGPT integration with your platform, most likely you will need to add your training data. Here at SignalZen, you can scan your website and that content serves as the training data.
Other platforms may ask for similar data sources, mostly likely by adding questions for the ChatGPT model or uploading documents yourself.
In SignalZen's case, the website serves as training data, but there is a limitation to that. ChatGPT has problems in dealing with loads of training data. This is why we limited our pricing to tiers based on the amount of pages that Copilot scans. The plans have between a maximum of 100 to 1000 pages available to scan.
Handling Challenges and Limitations
There is a rule for any IT system: garbage in = garbage out. To avoid misleading answers by ChatGPT, you will need to work with the data that you provide to the model. This means that if you spot wrong answers by doing your audit, you need to supply a better quality training data. This will improve the customer service that your chatbot provides.
Make sure that you have the ability to turn on/off your ChatGPT feature on an ad-hoc basis. In this way, you will make time to tune your training data and processes. Also, you will be able to intercept conversations by a real person for very important ones.
Future Developments
ChatGPT will improve in speed, accuracy, and other areas. There are already several industry-leading companies that are trying to step into the market.
Make sure your Customer Support software provider that integrates with ChatGPT is following the updates and saves your costs.
Conclusion
Clearly, ChatGPT offers huge benefits for customer support. It may not be suitable for handling extremely complex or sensitive customer issues. They will require a high degree of empathy and human judgment.
We recommend a balanced approach: combining the strengths of AI-driven chatbots with human customer support agents. At the moment this is for optimal customer service experience.
