Chatbot GPT? Get Properly Transformed!

How Chatbots Can Revolutionize Your Organization for the Better

Amid all the excitement around Open AI’s ChatGPT chatbot in recent days, you’ve probably heard it’s ultimately going to steal your job and most other people’s. But that fear is nothing new – PriceWaterhouseCooper research has long been claiming that a whole third of current employment will be at risk from automation by the 2030s. In truth, it’s hard to see how GPT won’t add to that – and what’s more, GPT3’s younger, even more sophisticated sibling GPT4 is coming out next year. The proverbial stuff is getting real.

In my day, GPT used to stand not for Generative Pre-Trained Transformer but for ‘get paid today’. I guess it’s payback time from AI – but it’s not all doom and gloom, in fact it’s the opposite for forward-looking businesses and organizations!

Here are my top four take-outs on how business is changing across our clients’ sectors, and how chatbots can help them thrive.

1) 24/7 or Bust

For customers across sectors, speed of response has always been important. But as companies scramble to get an edge in this super competitive environment, people now expect great customer service round the clock and eight days a week. People are, after all, likely to be shopping around for legal services, insurance, next-day floral arrangements or a new juicer from the comfort of their hand-held device while they’re watching Netflix of an evening. Companies need to meet them there – and chatbots can really step in here.

2) Lose the Web Forms!

Nowadays, people want to hit your website and see easy-access chat or conversation, not unwieldy and time-consuming online forms with inane questions that frustrate them and make them feel annoyed about your brand from the get-go. Chat is now people’s number one channel of communication – see Exhibit A, works drinks organized via WhatsApp.

3) Automation Nation

Across age groups, people are now less keen to speak to other people in person. Research shows that they prefer to communicate via automated chat, which is quicker, easier and judgment-free (and chatbots are never in a bad mood). The offshoring of live chat to untrained workers who could only name-take rather than really solve problems was a huge factor in people becoming highly unsatisfied with call centres. But in any case, why speak to a real person when chatbots are getting so good at what they do, and much more quickly and efficiently than humans? Bots delight customers, and that’s what organizations need to do.

4) Ever Smarter Bots

Chatbots are smarter than ever, and while there are certainly societal challenges around automation, the world of chat should be seen as incredibly exciting for businesses that want to not only survive but thrive. At Gabba we live and breathe great chatbots, and we love partnering with our clients to help them navigate the complexities of chatbots to deliver what it’s all about – top-notch service that delights your customer base while improving your bottom line.

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