Artificial intelligence (AI) and customer experience (CX) are becoming a great match, as CX industry success stories reveal. One of the latest trends in AI adoption by companies is the use of large language models like ChatGPT-4 in AI customer experience solutions. Chatbots powered by ChatGPT-4 are bringing a significant change to customer experience, enabling customers to interact with businesses in a more natural and conversational manner.

The adoption of ChatGPT-4 by contact centers is set to revolutionize the way businesses interact with their customers. With AI-powered chatbots projected to handle up to 70% of customer conversations by the end of 2023, according to a recent Juniper Research report, contact centers are embracing the technology to improve their efficiency and to provide a better customer experience.

However, the implementation of ChatGPT-4 and other AI models in contact centers will not be without its challenges. First-generation chatbots have struggled to understand complex requests or maintain context throughout an interaction. Advanced chatbots like ChatGPT-4 may occasionally produce inaccurate responses, but the capacity of large language models to generate conversational data can help platform providers accelerate the development of in-house AI conversational engines.

By incorporating different conversational styles and content tones and learning and adapting based on customer interactions, LLMs such as ChatGPT-4 can significantly improve the quality of responses and overall customer experience. Text-based interactions provide valuable insights for CX solutions, but there's much to be gained from voice data too. AI and transcription plug-ins can transcribe speech to text and offer AI-generated notes for key topics in the conversation, making it possible to jump to specific patterns such as intents or phrases.

Some of the use cases that ChatGPT-4 enables in customer service include:

• Intelligent Voice Assistants (IVAs): ChatGPT-4 is a revolutionary technology that is set to change the world of intelligent virtual assistants. ChatGPT-4 enabled virtual assistants will be able to understand and respond to user queries in a more human-like manner. The technology will enable virtual assistants to provide personalized responses based on the user's preferences, history, and context. It will also enable virtual assistants to learn from user interactions and improve their performance over time.
• Automated call qualification: ChatGPT-4 can analyze the conversation in real-time and understand the context and intent of the caller's questions or concerns. ChatGPT-4 can be used to automate the call qualification process by analyzing the conversation.
• Agent Assistance and automated call-summaries: One of the most exciting use cases for ChatGPT-4 is in agent assistance. With its natural language processing capabilities, ChatGPT-4 can analyze customer conversations and provide agents with responses that are tailored to the customer's needs. This not only saves time for the agents, but also ensures that customers receive accurate and personalized responses. ChatGPT-4 can also be used to automate routine tasks, freeing up agents to focus on more complex issues. ChatGPT-4 can also be used to provide a summary of a call, based on a speech to text transcription fed to it. Overall, ChatGPT-4 is a game-changer for agent scripting and support, providing businesses with a powerful tool to enhance their customer service.
• Customized Training for Agents: ChatGPT-4 can be used to monitor agent performance and provide feedback to agents and supervisors. The model can analyze language patterns, sentiment, and customer satisfaction scores to identify areas where agents need improvement. Agents can receive personalized feedback and guidance on how to improve their performance.

Obviously, there is a cost associated with integrating ChatGPT-4 with contact centers and it can vary depending on a number of factors, including the specific needs and requirements of the business, the size of the contact center, and the level of customization required for the integration. Also note that ChatGPT usually is a component of a broader conversational application that provides dialog management, user interface for either text chat or voice – combined.

Hypothetically, let’s say a customer speaks about 100 words per minute, that is about 150 tokens. Say the system responds with 50 words (only a guess), then you are about:

• 200 tokens per minute
• 12,000 tokens per hour
• $0.024 per hour
• 8 hours per day is $0.192
• Translates to $3.84 – at a high level

Take a safety margin, and the ChatGPT cost itself would be $10 per agent per month. Not immaterial but a reasonable investment. That doesn't include initial or recurring training of the model.

In conclusion, the adoption of ChatGPT and other AI models in contact centers is set to transform the customer experience. Contact centers will be able to improve their efficiency, reduce wait times, and provide a better experience for their customers. As the technology continues to evolve, we can expect to see more companies adopting ChatGPT-4 and other AI technologies to improve their customer experience.

Servion, a leading contact center and customer experience service provider can help you with ChatGPT use case identification and integrating it with your existing Conversational AI or Contact Center platforms. Want to know more about ChatGPT and how it can improve your customer experience? Write to us at [email protected].

References:

• AI customer experience examples add to CX playbook
• ChatGPT and LLM-based chatbots set to improve customer experience
• Where does ChatGPT fit into the Contact Center - Call Design
• ChatGPT for Customer Service: Capabilities, Use Cases
• 6 Uses of ChatGPT for Customer Service - Blog - InvGate
• Using ChatGPT for Customer Service