Nowadays, ChatGPT has become the fastest-growing app ever. It has taken only two months to involve 100 million active users—the uniqueness and success of the app concern its speed, scale, and scope. ChatGPT is a machine learning model that got training on a large dataset of human text. Its design allows it to generate human-like text and understand complex language patterns. ChatGPT is appropriate for language translation, content generation, and customer service applications. ChatGPT helps companies manage repetitive tasks with artificial intelligence. The language models developed by this app enable it to respond to customers' natural language input very accurately and to follow a human-like way. Automating these tedious tasks increases customer satisfaction and engagement, which is essential for mobile customer support.
Even with the unique nature of ChatGPT and the bulk of advantages, it can bring to mobile customer support, it also obtains risks that cannot be diminished.
ChatGPT and any other AI chatbot obtain an important challenge concerning authoritativeness. The technology operates relying on the content from the internet, as in 2021. It is necessary to keep in mind that the internet is filled enough with misinformation, so fake answers also occur while communicating with ChatGPT. Although produced text looks convincing, a phenomenon called "hallucination" can occur. ChatGPT can present a well-organized response, though it may have no sense or contain errors. In addition, obtained information does not have any references or citations, which makes it inappropriate for research or electronic trailing alone. At this point, it has become crucial to understand what you want ChatGPT to do and interrogate its results.
The ability to understand natural language and provide required responses is limited in particular aspects, though. The latter is presented by the inability to understand nuances of conversation, for example. Therefore, there can occur misunderstandings or insufficient outcomes. It is essential to consider that some customer service settings, including mobile customer support chatbot, aren't appropriate in case emotional support is needed.
AI-generated language models represent one more risk of misuse. They might generate a biased or discriminatory response when they use internet information. Thus, a careful review of the content is necessary. In addition, schools are among those institutions which have banned ChatGPT too. Researchers and creatives got worried about copyright infringement due to ChatGPT relying on human-generated text. It can lead to legal issues because ChatGPT uses data from the Common Crawl dataset, which includes publishers’, researchers’, and authors’ copyrighted materials. It must be noticed that cybercriminals can also use AI-based applications for malicious purposes. Ethical questions are those which evolve many controversies either. The fact of replacing human services like customer service or counseling is the main here to solve. Thus, there are a lot of ethical and legal uncertainty and compliance costs deriving from the ChatGPT application.
Organizations may have relatively straightforward value propositions, or they can strive to outline a single problem from the amount of those which appear as a result of brainstorming different goals, contexts, and target demographic. Specifically, the uncertainty about customer needs, which may emerge in the technology implementation process, leads to a severe challenge. Team members may experience difficulties in agreement as to the direction to pursue while trying to include the diverse perspectives that are required for innovation. In the case of mobile customer support, there are the same tendencies. On one hand, there exist companies, the main focus of which is increasing the speed of ordering or improving the quality of service. Filtering out problems connected with valuable customer needs can be more accessible in this case. On the other hand, there are companies launching absolutely new technologies and proposing breakthrough innovations. Then the way of applying ChatGPT does not seem so obvious.
Mobile customer support is the sphere that can get many advantages from using ChatGPT, starting with assistance in internal processes and finishing with customer satisfaction and engagement improvements.
Technological development pursues customer service to digital interactions, which currently can be reached with the help of ChatGPT. The latter is able to provide accurate responses to even rudimentary questions, which definitely enhances customer experiences. Significantly, interaction with customers serves as a basis for ChatGPT to learn and adjust over time due to machine learning capabilities. Furthermore, ChatGPT obtains the ability to answer follow-up questions accurately and does not require human intervention. In addition to reducing operational costs for companies, businesses can simultaneously reduce the number of frustrated customers due to ChatGPT implementation.
The elimination of repetitive tasks like answering rudimentary questions also allows customer service agents to handle more complex conversations. Furthermore, there appears an option for supporting customers outside of business hours. The function of providing support to the customers during non-working hours not only helps to improve customer satisfaction but also reduces the number of requests for support teams when they get back to work. Agents are able to deal with real-time conversations. Considering other operational processes apart from customer service, ChatGPT optimizes search queries and provides content. ChatGPT gets businesses to rank higher in SERPs and increase revenue by understanding customer queries and responding with accurate answers. These advantageous features make ChatGPT an excellent tool for developing and managing large-scale applications.
Plugins are available to extend ChatGPT's functionality. It's easy to integrate chatbots with third-party apps and services. It's possible to access up-to-date information with some plugins, which lets users apply ChatGPT like Bing Chat. The chatbot can also access and control third-party services.
The last but not the least option for using ChatGPT is to assist in employees’ onboarding process. New hires can use the tool to find answers to their questions and get acquainted with all internal documentation. New workers can become efficient and productive faster and without the necessity of long training. For instance, ChatGPT can provide instant recommendations on handling specific customer inquiries, which correspondingly helps new agents provide better support from the first days.
Concluding the review of ChatGPT in mobile customer support, it is necessary to underline the advantageous features ChatGPT can bring, especially in the modern technologically-oriented society. However, companies must be ready to experience the risks that come with the benefits.
Benefits include instant, 24/7 customer service, reduced wait times, and human labor costs. With its vast knowledge base and ability to learn from previous interactions, ChatGPT can handle a wide range of queries, providing quick and accurate responses. This enhances customer satisfaction and frees up human customer service representatives to handle complex issues requiring a human touch. Moreover, chatbots can handle multiple queries simultaneously, boosting efficiency.
However, the use of chatbots also has its challenges. While ChatGPT excels at understanding context and generating coherent responses, it is not foolproof. Misinterpretation of user queries can lead to incorrect responses. Since chatbots lack human empathy, they might not provide the emotional support sometimes required in customer service. Dependence on internet connectivity is another issue. Additionally, privacy and security concerns arise as chatbots require access to user data to function effectively.
While AI chatbots are a powerful tool for mobile customer support, these challenges need to be addressed for more seamless and secure integration into customer service operations.
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