With more businesses continuing their digital transition, customer service has undergone significant evolution as well. Chatbots and generative AI are enabling enterprises to offer quick support to customers round the clock, while also managing sizable volumes of inquiries. ChatGPT, which is a large-language OpenAI-trained model, is an example of such technologies for generating human-esque responses and understanding the meanings behind words.
According to Hitesh Singla, current first-generation NLP (natural language processing) Chatbots are tailored for the businesses that they cater to. They have limited abilities to understand human queries, although they have core knowledge about the processes, business, and customers served. He also states that ChatGPT, despite being conversational, can offer general answers to queries. He also states that some label it as the best bullshit generator, since its answers are not always fully reliable. It may save time for customer service personnel, but reaching an exact point of providing what the user wishes to hear will require intervention by humans. Satisfying a wide base of customers with changing demands will require a fusion of human-bot approaches, supported by LLM-based Chatbots, such as ChatGPT, according to him.
Other experts feel that ChatGPT will be a major disruptor, enabling businesses to enhance customer service and also reduce costs, with more advancements in machine learning and natural language processing. Chatbots will increasingly be able to take care of more complex interactions according to them, ensuring more personalized and efficient customer service for enterprises on a 24-7 basis. Others feel that the Chatbots come with many limitations today which AI-backed models may overcome, making them more productive solutions for businesses, lowering manual human interventions and making customer interactions more fulfilling and meaningful with lower manpower.
Some experts also sound a note of caution regarding ethics, security, and privacy along with the need for re-skilling and the overall impact on the workforce. Verification and curation layers are also essential according to them. Enterprises may also work to improve Chatbot performance through continuous training.
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Published Date: March 6, 2023
