Chatbots, powered by artificial intelligence (AI) such as GPT-3, are becoming increasingly popular as a way for small and medium-sized businesses to improve productivity and streamline their digital marketing efforts. If you haven’t heard of ChatGPT yet you may have been living under a rock!  It is fair to say that it is currently taking the world by storm.  Many businesses have already grasped how they can use this technology to optimise their digital marketing efforts but not every business is aware of the myriad of ways in which they can use ChatGPT, a language model developed by OpenAI, to significantly increase their productivity. In this blog post, we will explore how a small or medium-sized business can use AI powered chatbots to increase productivity in the area of customer service.

One of the main benefits of using ChatGPT for businesses is the ability to automate repetitive and time-consuming tasks. For example, companies can use ChatGPT to create chatbots that can answer frequently asked questions (FAQs) from customers, freeing up time for customer service representatives to handle more complex issues. For example, you may be an online clothing retailer, I would hazard a guess that a huge proportion of the enquiries you get relate to returns policies, delivery timeframes and sizing issues.  Think of the time you would save if these sorts of questions are weeded out and dealt with by an AI chatbot! According to Gartner research, organizations report a reduction of up to 70 percent in call, chat and/or email inquiries when they implement a virtual customer assistant.

AI powered chatbots to increase productivity

Another benefit for small to medium sized businesses using ChatGPT is the ability to personalize interactions with customers. By analysing data on customer behaviour, demographics, and browsing history, ChatGPT can create personalized responses and content that are more likely to resonate with customers. This can help businesses to build stronger relationships with their customers and can lead to increased conversions and revenue.

Moreover, ChatGPT can help businesses to improve their customer service efforts by providing instant support and quick resolution to customer queries. By creating a chatbot powered by ChatGPT, businesses can provide 24/7 customer support and respond to customer queries in real-time which we all know can improve customer satisfaction and retention.  Think for a minute of the benefit of this for a small Australian business where the majority of their customers are overseas in America or the UK.  Right now their customer support is not online for the majority of the day when their customers are online.

So how does an Australian business take advantage of this AI driven technology?  Here’s how we would suggest you go about it:

Step 1 Setting up the chatbot

You’ll need to set up a chatbot. This can be done using a chatbot development platform such as Dialogflow, Botkit, or Microsoft Bot Framework. The platform will provide you all the necessary tools to create and deploy a chatbot, and these platforms integrate with messaging services such as Facebook Messenger, WhatsApp, or Slack.

Step 2 Training your chatbot

Once the chatbot platform is set up, you can begin training the chatbot using ChatGPT. This typically involves providing ChatGPT with a dataset of sample conversations and responses. The chatbot will then be able to learn from the dataset and generate responses based on the data it has been trained on.  To give you an example of this one of our client’s uses Zen Desk to filter and manage their customer service. They could either integrate with Zen Desks’ own AI chatbot service or they can use the data they’ve amassed over the years with them to train their own chatbot.

Step 3 Fine-tuning the chatbot

After the chatbot has been trained, you can fine-tune it by testing it with a small group of customers. This will enable you to identify any issues or areas that need improvement, and to make adjustments accordingly.

Step 4 Integrating the chatbot with the messaging service

Once the chatbot has been fine-tuned, you can integrate it with the messaging service that it will be using. This will typically involve setting up a webhook or API connection.

AI powered chatbots to increase productivity

There are many benefits of using an AI powered chatbot:

  • Provide really convenient one to one service 24/7
  • You can serve so many more customers
  • Boost your productivity allowing your agents or customer service team to handle more complex issues
  • Increase customer satisfaction
  • Increase conversions, especially in times that you wouldn’t normally be servicing (like 8-9pm)

The advances we’ve seen as an agency in the last few years when it comes to chatbots is just massive.  It may sound a little complicated to set up but in reality as long as you have the data for the AI to train on it is really not hard.  Small to medium sized businesses need all the help they can get and using AI driven chatbots and programs like ChatGPT can make a huge difference to the bottom line.