Customer service and support is the fundamental goal of any customer-centric business. The implementation of ChatGPT's artificial intelligence (AI) language model will help take customer experience to the next level as it can help customer service agents provide timely answers to customer requests, provide product recommendations, and even process transactions using scripts it has been trained on. ChatGPT was released in 2022 by AI research company OpenAI. It is an AI that participates in dialogue. It's similar to the automated bots you find on customer service sites, but it's much more complex.

Innovative solution

The implementation of ChatGPT will reduce the load on feedback operators by 25-30%, thanks to its ability to quickly process requests and provide responses. Further training of the platform using AI tagging will increase the efficiency of interaction with ChatGPT to 60-70%. Increasing use of AI in business processes increases customer satisfaction by allowing them to quickly get the information they need and solve problems and reduces costs by reducing the time it takes to process requests.

ChatGPT features

1

Sentiment Analysis

An online matchmaking platform that allows importers and exporters to create profiles of their companies, showcase their products and services and connect with buyers and suppliers across Africa.

2

Personalized response

Due to ChatGPT's ability to learn specific customer data (past activities, transactions or feedback), it can provide personalized responses to complaints and requests. A personalized response means that it has been tailored to the client's specific circumstances.

3

Quick responses to customer complaints and requests

ChatGPT can recognize and respond to common customer complaints such as product quality issues or billing errors. When a customer sends a message with a complaint, ChatGPT can analyze the message and provide a response that will solve the customer's problems and suggest possible solutions. By responding quickly to complaints, companies can reduce the possibility of negative reviews or social media posts and improve their overall reputation and brand image.

4

Responses to customer reviews

When customers post reviews about your business, ChatGPT responds to them in a timely and appropriate manner so that they never go unanswered. Similar to how a service agent deals with feedback, ChatGPT can thank customers for their input or apologize for mistakes.

5

Suggesting answers

In addition to providing instant responses to queries, ChatGPT can support operators in their roles by generating suggested responses. The bot can use your knowledge base or other text sources to create suggested responses to any incoming support request. Operators can then review this response, accept it, reject it, or edit and accept it through the CIS Feedback Portal.

6

Answers to frequently asked questions

ChatGPT analyzes messages, recognizes common customer questions and, using knowledge base article search, provides a quick and accurate answer. This will help improve customer satisfaction and reduce the workload of customer service representatives.

7

Performance monitoring and improvement

ChatGPT can be used to monitor and analyze customer interactions. Using these capabilities, you can gain valuable information such as frequently asked questions, common requests, and customer sentiment, allowing you to make data-driven decisions and improve strategies.

Instantly integrate GhatGPT capabilities into your support center

How does ChatGPT work?

Using its trained algorithms, ChatGPT analyzes the text and offers informative and contextually accurate responses. Instead of simply passing along links like a FAQ bot, it finds the correct answer in the knowledge base, summarizes it, and instantly responds to the customer's request. In our CIS solution, the operator can accept, reject, or edit this response to better train the bot. In addition, using updated artificial intelligence mechanisms, the bot will imitate the natural flow of human conversation.

Feature of integration of AZN and ChatGPT solutions

The main goal of combining ChatGPT capabilities with AZN Customer Intelligence Suite (CIS) and Digital Onboarding Portal (DOP) solutions is to take the quality of customer support to a new level. The integration is designed to help support agents respond to customer requests faster. ChatGPT features enable customer service agents to better leverage AI in their operations and provide more detailed and consistent responses to customers. With GPT, customer support can summarize conversation data, paraphrase, and auto-populate responses.

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