Spotlight on businesses using ChatGPT. Edition 12

Contents

1. Introduction

2. This week's topic: Businesses Using ChatGPT

2.i) Notable trends

2.ii) A better experience

2.iii) Raised expectations

2. iv) The big names

• Netflix
• Amazon
• Walmart
• Tesla
• Shopify
• HubSpot
• H&M

3. Conclusion: The Future of Generative AI Chatbots

4. Before I go

• Next Week
• Join the waitlist

Hello Sister!

1. Introduction

Welcome to this week’s edition of Sisters in Success, where we spotlight some of the big name businesses integrating ChatGPT into their customer services. But it isn’t just the big names that get a look in with this approach - the good news is that small businesses can integrate ChatGPT for better customer service without breaking the bank.??

2. This week's topic: Businesses using ChatGPT

2.i) Notable trends: This issue explores the significant impact of AI chatbots across various industries, highlighting a notable trend. From enhancing customer service to boosting sales, these chatty assistants are becoming essential to business success and I'm hoping that some of these examples may give you pause for thought.

2.ii) A Better Experience: Reflecting on a recent experience I had with Amazon regarding a refund request, I must say the customer service was exceptional. The only hiccup was locating the chatbot, but once that was accomplished, the process was remarkably smooth. The conversation flowed naturally, and within just a couple of minutes, everything was resolved - with the refund appearing in my bank account within an hour. It’s hard to imagine a better experience!

2.iii) Raised expectations: This sets a high bar for SMEs, as customers will begin to expect this level of service as standard and may choose to take their business elsewhere if it's not met.

While some may still value personal relationships over convenience, the majority tend to prefer the latter which is why many of our town centre communities are seeing mass exodus.

However, those that manage to offer a blend of personal touch and efficiency, providing hybrid-human working solutions, are likely to come out on top. Interestingly, SMEs might just have the edge in achieving this balance.

2.iv) The big names using ChatGPT

So let’s take a look at some big names using ChatGPT to improve their customers’ experience and ultimately, improve the bottom line.?

Netflix:

Netflix uses ChatGPT to assist customers with account issues, billing questions, and technical problems. This integration allows for 24/7 customer support, ensuring that subscribers can receive immediate assistance at any time, which is crucial for maintaining high customer satisfaction in the entertainment industry[5].

Amazon:

Amazon leverages ChatGPT to answer questions about products, shipping, and returns. This use of ChatGPT helps Amazon manage the vast volume of customer interactions typical for a global retail giant, enhancing response times and accuracy in customer service[5].

Walmart:

Walmart uses ChatGPT to assist customers with inquiries about order status, product availability, and shipping details. By integrating ChatGPT, Walmart can provide consistent and efficient service across its numerous outlets, improving the overall shopping experience[5].

Tesla:

Tesla has incorporated ChatGPT to answer customer queries about their cars, features, and settings. This application of ChatGPT in customer service helps Tesla address the technical and specialized nature of customer inquiries related to their products[5].

Shopify:

Shopify has integrated ChatGPT into its customer service strategy to provide real-time conversations, addressing customer queries and offering personalized product advice. This not only enhances the customer service experience but also drives higher conversion rates by tailoring recommendations to individual preferences[6].

HubSpot:

HubSpot uses ChatGPT integrated into its CRM system to streamline customer service processes. ChatGPT helps automatically update customer information, such as contact details and purchase history, ensuring that customer records are current and that support is personalized and targeted[6].

H&M:

H&M utilises ChatGPT to power its chatbot, reducing the workload on its customer service team. This integration helps the fashion retailer efficiently handle a high volume of customer queries regarding deliveries and returns, improving response times and customer satisfaction[6].

These examples demonstrate the diverse applications of ChatGPT in customer service across various industries, from retail and automotive to entertainment and e-commerce. By automating routine tasks and providing 24/7 support, these companies enhance their customer service operations, leading to improved customer experiences and operational efficiencies.

Isn’t it time to investigate the opportunity in the context of your work?

Citations:

[1] https://www.touchpoint.com/blog/chat-gpt-for-customer-service-prompts/

[2] https://research.aimultiple.com/chatgpt-for-customer-service/

[3] https://www.klausapp.com/blog/chatgpt-for-customer-service/

[4] https://zistemo.com/blog/benefits-and-limitations-of-chatgpt-for-customer-service/

[5] https://hiverhq.com/blog/chatgpt-in-customer-service

[6] https://www.dhirubhai.net/pulse/how-use-chatgpt-improve-customer-service-surveypal

[7] https://www.dhirubhai.net/pulse/how-chatgpt-can-improve-customer-service-chris-morris-

[8] https://www.forbes.com/sites/bernardmarr/2023/05/30/10-amazing-real-world-examples-of-how-companies-are-using-chatgpt-in-2023/

3. Conclusion: The Future of Generative AI Chatbots

From retail to healthcare and finance, the new chatbots are changing the game in various industries. With advancements in artificial intelligence and machine learning, these chatbots are becoming more intelligent and personalised, ultimately enhancing the overall customer experience.

Those annoying chatbots' days are numbered.

The days where that chatbot hands you off to the wrong person and sends you in a never ending loop of doom will soon be gone (thank goodness).

Each story is a brilliant example of how integrating technology can lead to operational efficiency and heightened customer engagement. These stories highlight the empowering potential of large language models like ChatGPT in business and remind us that with vision, creativity, and technological support, the opportunities to innovate and excel are endless.

But please remember, the future is not about replacing the human touch, it's about enhancing it with technology to create more meaningful, efficient, and supportive interactions.

Hybrid AI-human work models is where the tide is flowing. Together, we can shape a future that leverages technology to not only achieve business success but also foster community and personal growth …. ensuring that women are fully engaged in that evolution.

The dystopian future of human-free call centres are many years away imo …

4. Before I go...

I've had some interesting dialogues this week as LinkedIn members (women and men) have engaged with Emmeline's mission to prepare for the new world of work. The theme which persisted was that this is the time to swim with the tide, not against it.? Each of those case studies were focused on improving customer service in some way - and it's that tide that I urge you to focus on first.?

So whether your customer is internal or external to the business, it's all about them! The reason that it will pay dividends to focus on customers rather than other business areas, is because happy customers lead to sales, and without them the rest is irrelevant. So integrating your data sets with someone else's incredibly resourced chatbot system in order to optimise customer experience is a very smart move.??

Next Week

Next week we will look at what’s involved in integrating your data sets with ChatGPT and, how to get started.

Until next time, keep pushing boundaries and exploring the vast possibilities of generative AI in your ventures. Here’s to empowering each other and succeeding together in the tech-driven world!

For expert advice and unique strategies on incorporating generative AI into your enterprise, feel free to contact me.

Join the waitlist

P.S. Furthermore, for those eager to become part of an energetic community of professional women exploring generative AI in a supportive environment, I am pleased to offer 20 free Emmeline Odysseys memberships (each worth ￡120) from 1st June. The waitlist is now open, so DM me with ‘EO-Spot’ to guarantee your spot.?

Peace and Prosperity!

Carolyn S.

Editor, Sisters in Success