ChatGPT for Customer Service: 7 Use Cases & Benefits in 2024

Generative AI tools have gained widespread popularity in recent months, and ChatGPT is among the most popular ones. As one of the large language models, its primary function is text generation, but it also offers other benefits, such as:

• Translation
• SEO optimization
• Facilitating customer service interactions if integrated as a customer service chatbot.

In this article, we will explain 7 use cases of ChatGPT for customer service and show 3 benefits of it to improve customer service operations and to achieve excellent customer service.

7 Use Cases of ChatGPT for Customer Service

Sponsored:

Salesforce Service Cloud Contact Center is a comprehensive customer service solution that enables organizations to manage their customer support operations and deliver good-quality customer experiences. Intelligent chatbots in the Contact Center and Einstein GPT technology provides personalized recommendations to the customers, automates answering customer questions and helps create personalized emails for customers.

1- Multilingual support

The multilingual support offered by ChatGPT for customer service involves using the large language model capabilities of the system to provide support to customers who speak different languages. ChatGPT can be trained on a variety of languages, and it can translate messages from one language to another in real-time (see Figure 1).

With multilingual support, ChatGPT can help companies to expand their customer base and provide customer service to a global audience. It can be particularly useful for companies that have a global customer base, or that are expanding into new markets where different languages are spoken.

2- Sentiment analysis

Sentiment analysis is used to identify customers who are unhappy or dissatisfied with a product or service, and to take steps to address their concerns before they escalate. Sentiment analysis, which is also called opinion mining, uses natural language processing (NLP) and text mining to decipher the emotional context of written materials.

A customer service ChatGPT can be trained to recognize a wide range of emotions, including happiness, sadness, anger, and frustration. When a customer sends a message, ChatGPT can analyze the message to determine its sentiment and provide a response that is tailored to the customer’s emotional state.

In addition to providing real-time support, sentiment analysis with ChatGPT can also be used to identify patterns and trends in customer sentiment over time. By analyzing customer messages over a period of weeks or months, companies can identify areas where they may need to improve their products or services.

Also, by generating synthetic sentimental text data, it can be used to mitigate the data imbalance issue for the sentiment analysis of users’ opinions (as in the Figure 2) in many contexts such as education, customer services, etc.

Figure 2: High-level overview of a sentiment classification approach

Source¹: “The Impact of Synthetic Text Generation for Sentiment Analysis Using GAN-based Models”

Check out our article on the top sentiment analysis tools and a buyer’s guide, if interested.

3- Personalized responses

Another use case of using ChatGPT for customer service is personalizing customer responses. ChatGPT can be trained on customer data, such as:

• Past purchases
• Chat history
• Customer feedback

to create a personalized profile for each customer. When a customer sends a message, ChatGPT can use this profile to provide relevant responses tailored to the customer’s specific needs and preferences.

For example, if a customer has previously purchased a particular product, ChatGPT can suggest complementary products or provide helpful tips for using the product. If a customer has expressed dissatisfaction with a particular aspect of a product or service in the past, ChatGPT can provide human like responses that address their concerns and offer potential solutions.

4- Quick responses to customer inquiries & complaints

ChatGPT can be trained to recognize and respond to common customer complaints, such as issues with product quality, shipping delays, or billing errors. When a customer sends a message with a complaint, ChatGPT can analyze the message and provide a response that addresses the customer’s concerns and offers potential solutions.

Quick responses with ChatGPT can help to improve customer satisfaction by providing timely and effective support for customers who are experiencing issues or problems. By responding quickly to complaints, companies can reduce the likelihood of negative reviews or social media post and improve their overall reputation and brand image.

5- Creating customer emails

ChatGPT can create personalized email templates for individual customers with given customer information. When the company wants to send an email to a customer, ChatGPT can use a template to generate an email that is tailored to the customer’s individual preferences and needs.

For example, if a customer has recently purchased a product, ChatGPT can generate an email that provides additional information about the product, such as tips for use or information on related products. If a customer has recently experienced an issue with a product or service, ChatGPT can generate an email that addresses their concerns and offers potential solutions (see Figure 3).

Figure 3. ChatGPT providing an email template for a certain customer problem

6- Replying to customer reviews

When a customer leaves a review or comment on online review platforms or your website, ChatGPT can be used to generate a response that addresses the customer’s concerns and offers potential solutions or assistance.

By responding to negative reviews or comments in a timely and effective manner, companies can reduce the impact of negative feedback and improve their overall reputation and brand image.

7- Answering FAQs

ChatGPT can be trained on a company’s FAQ page or knowledge base to recognize and respond to common customer questions. When a customer sends a message with a question, ChatGPT can analyze the message and provide a response that answers the customer’s question or directs them to additional resources.

Answering FAQs with ChatGPT can help to improve customer satisfaction and reduce the workload on human customer service representatives by providing customers with quick and accurate responses to their questions.

Benefits of Using ChatGPT in the Customer Service Industry

1- Automation

ChatGPT can automate routine tasks, such as answering frequently asked questions, providing instructions for common issues, and handling simple customer requests. By automating these tasks, ChatGPT can help to: 

• Reduce the workload on customer service agents (e.g., customer service chatbots)
• Improve the efficiency of customer service operations and the customer experience
• Decrease the likelihood of errors or mistakes

2- 24/7 Availability

When integrated into customer service chatbots, ChatGPT can provide customer support around the clock, even outside of normal business hours, allowing customers to get help whenever they need it. This can help to improve customer satisfaction and reduce the likelihood of customers becoming frustrated or dissatisfied if they are unable to get help when they need it.

3- Scalability

ChatGPT can handle customer inquiries in large amounts, making it an ideal solution for companies with a large customer base or a high volume of customer interactions. It can handle multiple conversations simultaneously, reducing the workload on customer service agents and allowing them to focus on more complex or high-priority issues.

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External Links

• 1. “The impact of synthetic text generation for sentiment analysis using GAN based models.” Egyptian Informatics Journal. Accessed 11 March 2023.