ChatGPT Could Change Customer Experience: Here’s How

The future of conversational AI, digital transformation, and CX design has received a shot in the arm

ChatGPT Could Change Customer Experience: Here’s How
Data & AnalyticsNews Analysis

Published: December 15, 2022

Charlie Mitchell

ChatGPT stands for chat-based generative pre-trained transformer. It’s a powerful NLP tool developed by OpenAI.

The technology is capable of creating human-like text based on a given input.

Much of the buzz around the tool revolves around how it may use conversational search to replace Google.

Yet, its release also raised questions about how it may impact the enterprise of tomorrow and – more pointedly – customer experience.

Changing Customer Conversation

Much speculation swirls around ChatGPT will change content creation, as writers can use the technology to develop ideas and expand on their work.

Consider this possibility with a CX cap on, and it opens up exciting opportunities. For instance, employees within the enterprise could use it as a collaborative tool to brainstorm and explore new ideas to improve customer experience.

Moreover, contact center agents may harness the tool to write customer responses over digital channels – with a little fine-tuning.

The ways in which agents surface organizational knowledge could also change fundamentally.

However, the most compelling contact center use case is the opportunity to improve conversational AI. After all, most bot platforms are a lot less creative and much more scripted.

There is still a long way to go here. After all, making it a part of an orchestrated conversational experience that sequences multiple AI technologies is another kettle of fish.

Yet, the launch of ChatGPT may mark the beginning of AI creating automations that go beyond what humans can create alone.

Accelerating Digital Transformation Projects

Another fascinating use case for ChatGPT is how it disrupts software engineering. As such, it has significant potential to accelerate digital transformation programs.

Indeed, it allows developers to make software faster, debug code quicker, and write in languages they didn’t know.

Moreover, if the developer has simple code comprehension queries, they can perhaps ask ChatGPT for the answer and extend their skills further.

As such, IT teams may consider it a productivity tool, which allows them to spend more time combatting architectural issues and engaging with the CX team to bring their visions to life.

The video below includes some great examples of how a software engineer may harness the technology to create code in multiple languages.

The Dangers of ChatGPT

Despite all its plusses, if ChatGPT evolves and makes a dent in the enterprise, there is a risk that it may disrupt the ability of employees to think for themselves.

Indeed, if the solution can create text based on simple inputs, people may produce copious amounts of content without much thought. If they lean on such tools too heavily, their critical thinking skills may suffer.

As US journalist Sydney J. Harris once said:

The real danger is not that computers will begin to think like men, but that men will begin to think like computers.

There are also worries that the technology will help fraudsters to impersonate others online and assist the proliferation of fake news.

Yet, perhaps most worrying from a customer experience perspective is the potential risk of AI stating something confidently, only for that to be incorrect.

Check out this example of someone who asked ChatGPT: What is the fastest marine mammal? The model then proceeds to make a series of comical blunders. (Apologies for the language in the following tweet!)

Finally, there is the risk that ChatGPT may harm employment. As it becomes more advanced, it could replace human workers across many industries – including the contact center.

For now, that remains a distant prospect, with many of the latest AI-driven customer experience technologies designed to increase the intelligence of the teams supporting customers.

However, expect the return of many doomsday articles to rear their ugly heads, as they did when conversational AI first burst onto the CX scene over a decade ago.

As for content creators like me, well, I guess it’s time to learn a few extra skills…



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