Personalized GPT chatbots have the power not just to improve how we serve customers but to vastly accentuate customer service beyond the advantages rule-based or machine-learning model chatbots have offered to date.
In this article, we’re going to look at a few major pain points that currently constrain businesses from offering definitively next-level customer experiences and match those to some of the benefits of CustomGPT.
Today’s businesses are global businesses, but without building service centers in multiple locations around the globe, it can be incredibly difficult to serve customers in their preferred language. A 2020 study revealed that 40% of global consumers wouldn’t buy from companies that didn’t offer native language support.
Rule-based and basic AI chatbots have been improving multilingual customer support, serving customers 24/7, and handling peak demands for service centers, but generative AI can do better.
Up until this year, chatbots have also been somewhat able to relieve customer frustrations by reducing or reducing the perception of waiting times and answering the most basic of questions. However, a surprising Gartner survey released in June 2023 revealed only 8% of customers used a chatbot in their most recent customer service experience, and of those, just 25% said they would use that chatbot a second time. Gartner says, “Despite customer service and support leaders’ growing focus on chatbots, customer use of them remains low, suggesting they don’t consistently help customers accomplish their goals.”
One of the issues with pre-GPT bots is that they struggle to understand context. When faced with a query, they search their knowledge base to offer a predefined response, but they can’t understand user intent or sentiment and other nuances, and they can’t deliver complex, natural, human-like responses.
A ChatGPT-powered chatbot uses advanced natural language processing and machine learning capabilities. Its deep learning algorithms and large language models (LLM) allow it to understand customer inquiries better.
The Gartner survey, earlier this year also found that chatbots were resolving 58% of returns and cancellations but only 17% of billing disputes. Michael Rendelman, Senior Specialist, Research, in the Gartner Customer Service and Support practice, says, “Chatbots aren’t effective for all issue types.” Rendelman suggests that customers should be guided to chatbots where appropriate and to other channels when not appropriate.
What Gartner’s research illustrates is that human customer service agents will face ever more complex inquiries, the ones best handled by a human expert. Employees will handle customers at the point where they expect human support and interaction. Handling this role shift will require upskilling and development for customer service agents, but it’s an added benefit for these employees.
CustomGPT creates your own ChatGPT bot with your business content in a secure, privacy-first, business-grade platform that allows you to grow your revenue through increased customer engagement.
A CustomGPT bot is indexed with the content from your guides, websites, helpdesks, and more. Queries are answered with ChatGPT-4 streaming AI. What this means is that you benefit from ChatGPT’s advanced natural language processing and machine learning capabilities. Customer service conversations feature the same engagement and interactivity as generative AI ChatGPT and its competitors. A CustomGPT bot understands and responds to human language more accurately and learns from every interaction to improve responses. Unlike many chatbots, a CustomGPT bot can handle complex queries and provide personalized recommendations.
Using CustomGPT, customers can interact with a chat widget on your website. Or even use a live chat option. Your bot is populated with your own company, product, and service data in an added layer that puts guardrails around ChatGPT’s data set. As a result, your CustomGPT bot will only answer queries based on the information you provide and doesn’t suffer from the hallucinations and false information seen with ChatGPT to date. The more data you provide, the more accurate and capable your CustomGPT bot is.
You can also tailor your CustomGPT bot’s persona and instruct it to handle inquiries in certain ways. It can easily pass a customer with a complex inquiry to a human agent before the customer gets frustrated with the process.
A CustomGPT bot is available for inquiries at any time, 24/7, and can easily handle peaks in demand, negating the need to schedule human agents for peaks in capacity who can then be idle in quieter times.
Moreover, a CustomGPT bot now supports 93 languages, enabling you to overcome language barriers, expand your global presence, and provide a next-level customer experience to anyone in the world.
CustomGPT takes advantage of ChatGPT-4‘s contextual awareness, enabling it to understand the nuances and intricacies of different languages. This results in a chatbot that delivers accurate and relevant responses tailored to the specific language and culture of your audience.
A CustomGPT bot can be such a comprehensive company and product knowledge repository that you can use it to train and support the customer service agents who are going to deal with more complex human interactions.
While your customer service agents are on the phone with customers, they too can ask your CustomGPT bot questions, which it will answer in a conversational manner that can be relayed to consumers. Your human agents won’t need to wade through your guides and product features. A CustomGPT bot can do that for them. Your employees will learn every time they use your chatbot, in the same engaging and conversational way, making their learning more interesting too.
Building a generative AI, custom ChatGPT-4 bot with CustomGPT is a straightforward no-code experience that can take less than an hour, depending on how much data you upload. Here’s the process:
Getting started with CustomGPT is simple, sign up here.
Next, you’ll title your project and begin uploading your data set. CustomGPT will digest the content you upload, whether from a website sitemap, multiple sources from the web, or documents in any of the 1400+ document formats we support.
Try our full Create Chatbot guide to learn more about file formats and sizes.
In this step, you can choose from 93 languages, add your logo and change the background design and avatar, create a default prompt, add sample prompting questions, and customize your bot’s persona and behavior to match your brand voice and style.
To test your custom chatbot, head to the “Ask Me Anything” page in your project on your dashboard. Testing is vital to ensure your bot behaves as expected and will respond correctly to your audience. While you are testing, you can head back to change your persona description until you are happy with the results.
As well as the links we’ve included above, our Create Chatbot guide will walk you through every feature we’ve mentioned. You can also ask our demo bot your questions (we uploaded our guide, so it knows the correct answers!).
We’ve only touched on some of the pain points of providing customer service that gets a 10/10 rating every time. Equally, we’ve only outlined some of the benefits of a CustomGPT bot to accentuate customer service. If your customer service teams also upsell to customers, learn how CustomGPT can galvanize conversions or try our free live demo.