ChatGPT and generative AI is all the buzz in any industry right now. Those that harness the power of this technology will be able to increase efficiency, consistency, and scale operations at a level we have not experienced since the internet became available to all of us.
AI will never completely replace the agent in the contact center, a human component will always be an integral part of the customer experience. However, with the staffing shortages and increases in customer demand, something must give.
Generative AI is the reprieve the contact center needed; the extra lift that has been sought after for the past 3-5 years. Like with anything, taking a crawl, walk, run approach in the contact center helps to adopt technology at a pace we can digest. If you have spent more than 5 minutes in the contact center, you are familiar with the phrase “drinking from a firehose”!
Here we explore five simple prompts you can use in your contact center right now with zero cost, it is free. Here is our friendly reminder that you need to “train” your ChatGPT instance to think, speak and act like an agent for your company. An example would be “Act as a customer service agent for a healthcare company who mainly interacts with industrial plumbers.” Let’s get started!
#1 Use ChatGPT to Analyze Reviews and Discover Patterns
We went to our InflowCX G2 review page to have a summary of our own reviews.
Prompt:
“Please analyze the G2 reviews we as InflowCX have received and tell me our patterns good and bad. Act as a sentiment analyst for our company:”
Response from ChatGPT:
Based on the provided reviews, there are several patterns that emerge regarding the experiences and opinions of customers who have interacted with InflowCX. Here are some key observations:
Positive Patterns:
- Excellent Customer Support: The most recurring positive aspect mentioned by customers is the exceptional customer support provided by InflowCX. Customers appreciate the responsiveness, quick resolution of issues, and regular follow-ups from the support team. The support staff is described as knowledgeable, dedicated, and proactive in addressing customer needs.
- Expertise and Knowledge: Customers value the expertise and knowledge of InflowCX in the telephony and communications field. The support team is seen as highly skilled, providing guidance, and sharing valuable insights. The presence of a detailed knowledge base is also appreciated by customers.
- Trustworthy Partnership: InflowCX is recognized as a reliable and trustworthy partner. Customers highlight the commitment shown by InflowCX to understand their needs and provide appropriate solutions. The emphasis on building a strong partnership, offering multiple points of contact, and listening to customer feedback stands out as a positive attribute.
- Smooth Migrations and Upgrades: Customers mention successful experiences with system migrations, upgrades, and implementing new features or services. InflowCX is commended for providing a painless and seamless transition, ensuring the phone system remains operational, and delivering on promised services.
Areas for Improvement:
- Initial Hurdles: Some reviews mention a rocky start or a skeptical approach towards InflowCX due to previous negative experiences with other providers. Although InflowCX was able to address these concerns and exceed expectations, ensuring a smooth onboarding experience and instilling confidence from the beginning could help alleviate initial doubts.
- Limited Mention of Pricing: While pricing is not discussed in the provided reviews, it can be helpful for potential customers to have transparent information about the pricing structure and plans offered by InflowCX.
Overall, the patterns indicate that InflowCX has established a strong reputation for providing exceptional customer support, demonstrating expertise, fostering trustworthy partnerships, and delivering smooth system migrations and upgrades.
We are glad that ChatGPT feels the same as our customers, and based on the G2 reviews the areas for improvement are items we have worked on, especially the onboarding. As you can see we were able to take 70+ reviews and summarize our positive and negative trends in a matter of seconds. Think of all the data and trends you can pull using this command!
#2 Have ChatGPT Act as a Survey Writer for Your Company
Utilize this when launching a new product, service offering, or just for the day-to-day of your business. For instance, let’s say you have just introduced chatbots on your website to answer frequently asked questions for your plumbing supply company.
Prompt:
“Act as a customer experience expert who works at an industrial plumbing supply company. We have just launched chatbots to answer FAQs on our website. We would like you to create a 5-question survey to discover how our customers feel about the chatbots.”
Response from ChatGPT:
Customer Experience Chat Bot Survey
Thank you for choosing to participate in our survey! As a valued customer, your feedback is extremely important to us. We have recently introduced chatbots on our website to assist with frequently asked questions (FAQs), and we would like to understand your experience with them. Please take a few moments to answer the following questions:
- How often do you use the chatbots on our website?
- Never
- Rarely
- Occasionally
- Frequently
- Very frequently
- How would you rate the overall usefulness of the chatbots in resolving your inquiries?
- Not at all useful
- Slightly useful
- Moderately useful
- Very useful
- Extremely useful
- On a scale of 1 to 5, how satisfied are you with the accuracy of the responses provided by the chatbots?
- 1 – Very dissatisfied
- 2 – Dissatisfied
- 3 – Neutral
- 4 – Satisfied
- 5 – Very satisfied
- Have you experienced any technical issues or glitches while using the chatbots?
- Yes
- No
- Would you prefer interacting with a human customer support representative over chatbots?
- Yes, always
- Yes, sometimes
- No, I prefer the chatbot
- No, I’m indifferent
Optional: If you have any additional comments or suggestions regarding our chatbots, please feel free to share them in the space below.
Thank you for taking the time to complete this survey. Your feedback will help us improve our customer experience and ensure that our chatbots meet your needs effectively.
Now we are not advocating you just copy and paste this exact survey and press send, however, using this as a good foundation is a good starting point. You will probably find you can get about 90% of the way there by starting with ChatGPT.
#3 Ask ChatGPT to Write Introductions For Your Chatbots On Your Site
We had a little fun with this one! We asked ChatGPT to write some chatbot introductions for our own website. While we may use the last one for “talk like a pirate day” we don’t think we will use it anytime soon.
Prompt:
I would like you to write 5 introductions for our chatbot when customers come to our website. I would like 3 professional introductions and 2 fun ones here is our site https://inflowcx.com/
Response from ChatGPT:
Professional Introductions:
- Welcome to InflowCX! How can I assist you today? Our team of dedicated experts is here to provide you with top-notch customer experience solutions. Whether you have questions about our services or need assistance with a specific issue, feel free to ask. We’re committed to helping your business thrive through exceptional customer satisfaction.
- Good day! Thank you for visiting InflowCX, your go-to destination for comprehensive customer experience solutions. How may I help enhance your customer journey? Our knowledgeable chatbot is equipped to address your queries, provide relevant information, and guide you toward achieving outstanding customer satisfaction. Don’t hesitate to reach out; we’re here to support your business goals.
- Greetings! As you explore the InflowCX website, our chatbot is at your service to deliver expert assistance. We specialize in empowering businesses with customer-centric strategies, personalized support, and cutting-edge technology. Let us know what challenges you’re facing, and we’ll work together to optimize your customer experience and drive lasting success.
Fun Introductions:
- Hey there, welcome to InflowCX! Prepare for an interactive journey through the world of customer experience. Our chatbot is here to inject some fun into the conversation while providing you with valuable insights and solutions. So, what brings you to our digital wonderland today? Let’s make this customer experience adventure unforgettable!
- Ahoy, matey! Drop anchor and set sail on an extraordinary voyage of customer satisfaction with InflowCX. Our chatbot is your trusty first mate, ready to navigate through your questions, challenges, and even the occasional joke. Avast ye! Let’s embark on this quest for exceptional customer experience together. Yo ho ho!
Please note that these introductions are just suggestions, and you can modify them according to your preferences and the tone of your brand.
#4 Use ChatGPT to Write a Troubleshooting Guide
For this example, we are going to say that we are a pharmacy, and we would like to have a troubleshooting guide written on why the prescription is not available or ready for the customer.
Prompt:
We would like you to act as a pharmacy and write a troubleshooting guide on why a prescription is not filled for the customer.
ChatGPT Response:
Title: Troubleshooting Guide: Why Your Prescription Might Not Be Filled
Introduction: Thank you for reaching out to our pharmacy. We understand how important it is to have your prescription filled accurately and in a timely manner. In this troubleshooting guide, we’ll explore some common reasons why your prescription might not be filled and provide you with steps to resolve the issue. Let’s get started!
- Issue: Incomplete Prescription Information
Solution: Sometimes, prescriptions are not filled due to missing or incomplete information. Here’s what you can do:
- Double-check the prescription form: Ensure that all required fields, including your name, contact information, medication name, dosage, and quantity, are accurately filled out.
- Contact your healthcare provider: If there are any missing or unclear details on the prescription, reach out to your healthcare provider and request a corrected prescription with the necessary information.
- Issue: Insurance Coverage or Prior Authorization Required
Solution: Certain medications may require insurance coverage or prior authorization before they can be filled. Here’s what you can do:
- Verify insurance coverage: Contact your insurance provider to confirm if the prescribed medication is covered under your plan. They can also provide information on any copayment or deductible requirements.
- Check for prior authorization requirements: If your insurance requires prior authorization, reach out to your healthcare provider and ask them to initiate the process. They will submit the necessary paperwork to your insurance company on your behalf.
- Issue: Medication Out of Stock
Solution: Occasionally, pharmacies may run out of stock for certain medications. Here’s what you can do:
- Contact the pharmacy: Reach out to our pharmacy and inquire about the availability of the medication. Our staff will inform you if the medication is currently out of stock and provide an estimated restocking timeline.
- Explore alternative options: If the prescribed medication is temporarily unavailable, your healthcare provider may suggest an alternative medication that can serve the same purpose. Consult with your healthcare provider to discuss suitable alternatives.
- Issue: Medication Interactions or Safety Concerns
Solution: In some cases, a prescription may not be filled due to potential interactions with other medications you are currently taking or safety concerns. Here’s what you can do:
- Consult with your pharmacist: Speak with our pharmacist regarding any concerns or potential interactions between the prescribed medication and your current medication regimen. They can provide guidance and work with your healthcare provider to find a suitable solution.
- Communicate with your healthcare provider: Contact your healthcare provider to discuss any medication interactions or safety concerns that may exist. They can review your medical history and adjust the prescription as needed.
Conclusion: We hope this troubleshooting guide has provided you with valuable insights into why your prescription may not have been filled. Remember, our dedicated pharmacy team is here to assist you throughout the process. If you require further assistance, please don’t hesitate to reach out to us directly. Your health and well-being are our top priorities, and we’re committed to ensuring your prescription needs are met accurately and efficiently.
#5 Have ChatGPT Summarize Lengthy Content or Emails
When it comes to emails, customer inquiries, or even helpful articles, sometimes less is more. So, if there is a lengthy email from a customer (or colleague) that you want the bullet points, just have ChatGPT do the heavy lifting.
For example, we took this article from our website on how outsourcing can help solve the labor shortage and asked for a bulleted version.
Prompt:
Please bullet point this article and what the key takeaways are: (We copy and pasted the entire article here).
ChatGPT Response:
Key Takeaways:
- The labor shortage in the contact center industry can actually improve customer experience when efforts are made to address it.
- Contact center leaders often struggle to find time to work on strategic aspects of the business due to focusing on immediate customer needs.
- Technology advancements and outsourcing options allow Business Process Outsourcing (BPO) companies to meet the expectations of their clients.
- Solving the labor shortage requires a combination of hiring more people and automating processes.
- When outsourcing, it’s crucial to find the right fit based on industry expertise, cultural alignment, technology stack, languages spoken, hours of operation, and flexibility of overflow.
- Successful outsourcing partnerships require the BPO partner to understand your industry, align with your technology stack, and share cultural values.
- Outsourcing contact center services can alleviate administrative and operational work in addition to customer contacts.
- Onboarding with a BPO involves transferring necessary information, training processes, CRM integration, escalation procedures, and defining expectations.
- BPOs can handle various tasks, including seasonal calls, emails, social messaging, tier 1 calls, after-hours support, and language options, to improve customer experience.
- BPOs located in various time zones, including near-shore options, offer flexibility and help with workforce management.
- Outsourcing can aid business development by exploring new markets, reaching new customers, and testing customer demand before establishing a physical presence.
- Now is an opportune time to consider outsourcing for contact centers, with a wide range of BPO partners available to meet specific needs and drive efficiency.
- Seeking expert guidance from experienced teams familiar with the contact center industry can help businesses find the right outsourcing solutions tailored to their unique requirements.
Make ChatGPT Work for Your Contact Center Specifically
The more specific the ask with generative AI, the more specific the response. Taking time to train the program on your business will help produce valuable answers internally and externally as well. Your contact center can benefit from ChatGPT if you invest in helping it understand your business.
We have a passion for operational efficiency in the contact center and would love to learn more about your business and how we can help. Contact us, and it really is us, today to get started!
