CustomGPT Introduces Chat Logs : The Goldmine Of Customer Intelligence

The good news is: Custom ChatGPT chatbots with your knowledge base are having a dramatic impact on customer support and employee productivity.

The even better news: The intelligence gained from these chat logs is a goldmine of information for various stakeholders in your business – from customer support leadership to executives to product managers to even compliance.

Announcing: CustomGPT Chat Logs : The Goldmine Of Customer Intelligence

CustomGPT, at the forefront of custom ChatGPT chatbots that are deployed in production, is ecstatic to unveil its state-of-the-art Chatlog feature. This game-changing addition is not just about amassing data; it’s about empowering businesses with actionable insights, propelling them to unprecedented heights.

The essence of this feature is rooted in its innate potential to translate every chat interaction into an opportunity – an opportunity for businesses to listen, learn, and level up.

For example, see the report below. This was AI-generated by analyzing the tens of thousands of questions happening on our website each month (PS: A report like this is gold for our marketing, product and engineering teams)

Case Study

Consider this scenario: An international education platform like MIT integrates a CustomGPT chatbot on their site. By meticulously analyzing the exported chat logs, they discern a pattern of queries centered around online course availability in specific regions. This newfound knowledge paves the way for a strategic expansion of their course offerings, directly aligning with their customers’ desires. The result? Enhanced customer satisfaction and boosted enrollments.

But that’s just the tip of the iceberg. The myriad benefits of the Chatlog Export feature stretch across sectors and industries:

1. Missing Content : The biggest goldmine of information is: What content is missing from your knowledgebase and helpdesks? The customers are clearly telling you what they want – and the bot is unable to respond due to missing content. That is a huge signal to write new content. Simple detecting missing content and writing new helpdesk articles or FAQs helps reduce ticket volume and greatly improves instant gratification for the customer (cause who wants to wait hours for a response from customer service, right?)

2. Product Development & Enhancement: By keeping an ear to the ground, businesses can identify gaps in their product or service offerings. The customers are clearly asking about your products – specially features. The feedback and queries can inform R&D teams about features customers wish they had, leading to more user-centric innovations.

3. Marketing Strategy Refinement: By understanding common questions or misconceptions users have, marketing teams can finetune their messaging, ensuring it’s clear, resonant, and aligned with customer needs. In addition, by looking at the content missing from your knowledgebase, you get valuable insights for SEO and customer-guided SEO strategy.

4. Enhancing Customer Support: Over time, recurring queries can be preempted and addressed proactively, resulting in reduced support tickets and a more seamless user experience.

5. Competitive Advantage: In the cutthroat business world, staying one step ahead is crucial. The Chatlog Export feature can provide insights into what customers might be seeking but not finding, paving the way for businesses to fill those gaps before competitors do. (Hint: Besides new features, the chat logs also highlight missing features that other competitors have implemented) — We see this on our own website (you will notice the icon on the bottom right) — that chat is a goldmine of information for customers telling us what features we are missing out.

6. Cultivating Loyalty: By showing customers that their feedback and queries don’t vanish into the ether — but rather inform business decisions — companies can foster deeper trust and loyalty.

It’s a new era of proactive business strategy, where data-driven insights from chatlogs are the golden key. With the Chatlog Export feature, businesses no longer have to guess what their customers want. They can know, act, and thrive.

CustomGPT’s commitment to pioneering transformative solutions remains unwavering. This latest feature underscores the promise to revolutionize the symbiotic relationship between businesses and their customers in the digital age.

How to Export Your Chatlogs

Step 1: Access Chat Interface

Log in to your CustomGPT account https://app.customgpt.ai/

On the dashboard, look for the “Ask me anything” button and click on it.

Step 2: Click on Export Conversations

Click on the “Export Conversations” tab.

Step 3: Choose Export Format

Select the export format for your conversation history.
Choose one of the following export formats: JSON, XLSX, or CSV.
To export a specific number of conversations, choose “Custom” and input the desired number of conversations to export. Otherwise, keep the number of rows set as “All.”

Step 4: Start Exporting

Click on the “Export” button.

Next Steps

So now that you have downloaded your chat logs, what do you do with them? Here are some ideas:

1. Open the XLXS in Google Sheets (or Excel) and look for instances where the bot responded with “Sorry” — this is the first step – this signals to you that content is missing. You need to write an FAQ or articles related to this “missing content”
2. Scan through the user queries and see if you notice any trends affecting your business. It could be features, issues or simply feedback. If you see a trend around features, alert your product people – they will want to know.
3. Call To Actions: Take a look at what is being asked and what the bot is responding with. Does the bot’s response include the CTA (call-to-action) that you want? For example, if you are looking to drive leads for your business, have the bot offer a link to your Calendly or appointment setting calendar (Hint: We implemented this on our website and booked appointments skyrocketed)

Roadmap

This blog post is just the start — here are some exciting things coming down the pipeline.

1. Chat Log Analysis with “Advanced Data Analysis” (formerly Code Interpreter) — You can export the chat logs and then import them into ChatGPT’s Code Interpreter — this is a ninja move to run advanced analysis. Using this, you can use plain English to extract various insights. Detailed blog post coming soon (but if you can’t wait – I did a similar blog post for SEO with Code Interpreter)
2. Analytics and Insights Dashboards: Wouldn’t it be nice if CustomGPT did all the advanced analysis for you (like how GA4 – Google Analytics 4 does) ? Stay tuned for GA4 style dashboards – but wayyyy more powerful (just think “Power of Generative AI meets Chat Logs”)

Frequently Asked Questions (FAQs)

1. What does the Chatlog Export feature offer? 

• The Chatlog Export feature allows our customers to download the entire chat history of their bots, encompassing the time, date, user query, and bot response. This provides an invaluable insight into customer inquiries and feedback.

2. How can these chatlogs benefit my business? 

• By reviewing the chatlogs, businesses can identify missing content, recurring themes, questions, or concerns. For instance, a company might find that users frequently ask about a product feature that isn’t clearly explained on the website. Such insights can guide helpdesk, website or product improvements.

3. Are there any privacy concerns with exporting chatlogs? 

• Rest assured, the exported chatlogs do not contain any identifiable information about the person using the bot, maintaining a strict commitment to user privacy.
• For more information about privacy and security, please see our Security Guide.

4. Is there a limit to how much history can be exported? 

• You can control the number of rows you want to download.

5. How do these chatlogs interface with other CustomGPT features? 

• The chat log feature is also available via the API. So if you need to integrate the insights from the chatlogs into your workflows, that is a simple integration. Wild example: You can use the API to detect what content is missing and then write content for it.

6. How often should I review and analyze these chatlogs? 

• It depends on the volume of interactions your bot has. For active bots, a weekly or bi-weekly review might be beneficial, whereas less active bots might require monthly check-ins.

7. Will the export format be compatible with my analytics tools? 

• The chatlogs can be exported as CSV, JSON, or XLSX files, making it easy to integrate with most analytics tools or platforms. Most users just load up the logs in Google Sheets or Excel. But you can use the API and implement advanced workflows.

8. Can investors or stakeholders access these logs directly? 

• Access to chatlogs is restricted to authorized account holders only. However, once exported, they can be shared with relevant stakeholders at your discretion.

9. I’m new to CustomGPT. Can I get assistance in understanding the potential insights from these chatlogs? 

• Absolutely! Our support team is available to guide you in extracting and interpreting the insights from your exported chatlogs.

10. Are there any additional costs associated with the Chatlog Export feature? 

• There are none! Chatlogs can be exported from Basic, Standard, Premium, and Enterprise level plans, allowing all of our customers to gain insights from their users.

Conclusion

If you thought Generative AI like ChatGPT is powerful, the benefits from Generative AI are even more impactful for businesses. And thanks to CustomGPT’s production-ready and easy deployment, CustomGPT customers are now at the forefront of enjoying these benefits and clear ROI. Get Started today using our self-service platform or book a call with our sales team!