Technology is forever changing how all industries operate, including call centers. This is especially true with the advent of artificial intelligence, which can offer a host of benefits when it is implemented properly. Below, we will look at ChatGPT, which is quickly becoming one of the most popular chatbot options.
What Is ChatGPT?
ChatGPT is an AI-powered chatbot that OpenAI created. It is based on the Generative Pretrained Transformer (GPT) language model. Essentially, it utilized deep learning techniques as a means to create responses to text inputs. When a human asks this chatbot a question, it can answer in a way that is similar to how a human would answer, which means actual “conversations” can be had between the AI and the customer.
As with most technological advancements, it can be used for good in the business world or for ill people with bad intentions. The AI is good enough that some students have used it to write essays for them. However, when used properly, the good outweighs the negatives. Many companies are considering finding ways that they can implement this tech into their call centers and customer service.
Let’s look at the benefits that technology can offer.
How Can ChatGPT Streamline the CX in Contact Centres?
1. Faster Answers for Customers
More and more customers today prefer interacting with customer service, sales, and more through chat rather than calling. It is more convenient, as they don’t have to wait on hold. Of course, you need to have a system that can get to those customers on chat quickly. Human agents can be overwhelmed by the volume of chat requests, but that’s not true of ChatGPT.
This is a fast, interactive, and smart system that can provide customers with the answers they need quickly and accurately. There will not be a queue buildup, customers won’t have to wait as long for service, and it helps to improve efficiency throughout.
2. Like Talking to a Person
One of the biggest benefits of this iteration of AI is its capability to make customers feel as though they are connected to an actual person on the other end. This puts people more at ease, and you will find that the conversations flow naturally. They don’t feel like they are talking with a “robot” because they are getting actual answers to their questions rather than just an automated response.
3. Available Around the Clock
Another excellent feature of using ChatGPT over using only human agents is that the chatbot is available around the clock. No matter when a person needs to connect with the company, AI is available. It doesn’t get tired, it doesn’t take breaks, and it doesn’t go on vacation. This means that your customers never have to wait long to get in touch with the company. It reduces the amount of work that falls to the actual human call center and customer support team.
4. The Tool Scales
Do you operate a company that gets more chat requests at certain times of the day or certain times of the year? It can be a nightmare to try to coordinate a workable schedule with standard call center agents, but the chatbot doesn’t have any such issues. An agent can focus on just a single client at a time. ChatGPT can handle thousands of questions all at the same time without issue or error. Whether you have a large volume of customers trying to chat or just a handful, AI is there for you.
5. Personalization
ChatGPT can handle a lot of work for the call center and customer service team. When a customer is authenticated, for example, the bot can provide them with more than just a customer service chat. It can let them know about their order status, discounts, and sales, etc. The chatbot will also know about past interactions with the customer. It knows data and details about the customer that could help to increase sales.
All of that customer knowledge allows ChatGPT to have a better understanding of who that customer is and what they want. This can help to make the conversations between AI and customers feel more personal and meaningful.
6. Multiple Languages
ChatGPT is mainly designed to understand and generate text in English. However, it supports almost 100 languages currently, which is a huge benefit for your call center. Rather than hiring agents that can communicate in a wide variety of languages, which is simply not feasibly possible, let the AI handle it for you.
Some of the languages that ChatGPT can use include Hindi, Japanese, Spanish, Italian, and Vietnamese. More languages will likely be added over time and as the need arises.
7. It Could Help Companies Save Money
Although it costs to have ChatGPT implemented, once it is up and running, you will find that it can help to reduce expenditures. Remember, this is available around the clock and doesn’t need a salary, a desk, a computer, etc. It just works. This means you won’t have to hire additional in-house or offsite agents. Ultimately, it can help you to save a lot on your call center costs.
8. Keep Up with the Competition
Today, more and more companies are choosing to find ways to implement AI like ChatGPT to help call center agents, and it is something your company should seriously consider. The competition using these tools will be getting all of those benefits mentioned above, and you will want to do the same to keep up with them. It could be one of the better decisions you make for your business.
9. Improved Customer Satisfaction
Ultimately, everything that ChatGPT can do means that the customers are going to be much happier with their interactions with your company. As you know, happy customers are repeated customers.
How Can ChatGPT Enhance Calling Scripts for Call Centre Agents?
ChatGPT can be used to help call center agents with their calling scripts in a number of ways. Here are some examples:
Script Suggestions:
ChatGPT can provide suggestions for new or improved scripts based on the customer’s needs. By analyzing previous customer interactions and using natural language processing, ChatGPT can suggest changes to scripts that may be more effective at meeting the customer’s needs.
Personalization:
ChatGPT can help agents to personalize their scripts for individual customers. By analyzing customer data, ChatGPT can suggest phrases and wording that are more likely to resonate with specific customers.
Natural Language Processing:
ChatGPT can analyze the language used by customers during calls and provide agents with real-time suggestions for responding to their queries. This helps agents to provide more natural and intuitive responses, leading to better customer engagement.
Call Summaries:
After the call has ended, ChatGPT can summarize the key points discussed during the call. This helps agents quickly review the call and make notes for future reference.
Call Analytics:
By analyzing call data, ChatGPT can provide agents with insights on how to improve their scripts. This can include identifying common customer issues and suggesting ways to address them, as well as identifying areas where agents may be struggling and providing support.
How Can ChatGPT Help Call Centre Agents with Rebuttles?
Call center agents often have to deal with objections and concerns raised by customers. ChatGPT can assist them by providing suggested rebuttals to common objections. ChatGPT can help call center agents with rebuttals:
Pre-Written Responses:
ChatGPT can provide agents with pre-written responses that they can use to address common customer objections. These responses can be personalized to suit the customer’s specific concerns.
Customer Data Analysis:
By analyzing customer data, ChatGPT can identify common objections raised by customers and provide agents with suggested rebuttals. This can help agents to be better prepared for objections and provide more effective responses.
Training:
ChatGPT can be used in training to help agents to develop their skills in handling objections. By analyzing call data and providing feedback, ChatGPT can help agents to improve their performance and develop more effective rebuttals.
How Can ChatGPT Help Call Centres with Cold Emailing?
ChatGPT can be used with cold emailing by providing suggestions for crafting effective emails that are more likely to engage the recipient. Here are some ways ChatGPT can help:
Subject Line Suggestions:
The subject line is the first thing the recipient will see when they receive the email. ChatGPT can provide suggestions for subject lines that are more likely to grab the recipient’s attention and lead to an open email.
Body Text Suggestions:
ChatGPT can help agents to craft the body text of the email by providing suggestions for wording and phrases that are more likely to resonate with the recipient. This can include personalization, using the recipient’s name or referencing previous interactions, as well as emphasizing the benefits of the product or service being offered.
Call to Action Suggestions:
ChatGPT can provide agents with suggestions for effective calls to action, encouraging the recipient to take action on the offer being presented. This can help to increase the likelihood of a response and lead to a successful outcome.
In a nutshell:
For call centers, ChatGPT can be a useful tool for improving customer service, automating responses, offering script and rebuttal recommendations, offering training, and analyzing call data. ChatGPT can assist call centers in enhancing their general performance and providing better results for their clients by utilizing natural language processing and machine learning.
