What if you could learn about a new technology just by directly asking it questions? That’s not always an option, but in the case of ChatGPT, the AI chatbot taking the world by storm, it made all the sense in the world. So with this concept in mind, we decided to approximate a podcast interview with ChatGPT on the latest episode of Deep CX.
Amy Bennet, our intrepid host, wrote ChatGPT some probing questions about the customer experience, which generated some intriguing answers. After feeding those responses into a leading-edge text-to-speech module, we were able to simulate a real-time conversation with the world’s most famous natural language processing tool. The end result was an eerie-but-charming discussion about what the future holds for AI in the CX space.
You should absolutely listen to the episode if you haven’t already, but for those who prefer to read, we’ve printed Amy’s original questions along with ChatGPT’s full responses. Let’s dive in!
Amy Bennett (AB): Hi, my name is Amy Bennet Roach, and I’m interviewing you for the podcast Deep CX.
ChatGPT: Hi Amy! Great to chat with you today! I’m always happy to answer questions and chat about the exciting potential of technology in the customer service space. What can I help you with today?
AB: First, I want to let you know that I will only edit greetings from your answers. Otherwise, I will use your responses in full—if that is okay with you.
ChatGPT: Of course! I’m here to help and answer your questions to the best of my ability. Feel free to use my responses however you see fit. Let’s get started!
AB: Ok, great, thank you. First off, how will ChatGPT change the customer service industry?
ChatGPT: Good question. I think ChatGPT has the potential to revolutionize the customer service industry in a big way. By providing quick, accurate, and personalized responses to customer inquiries, ChatGPT can help organizations improve the overall quality of their customer support. With its ability to understand and process large amounts of data and its ability to generate human-like responses, ChatGPT can help companies respond to customer inquiries faster and more effectively, reducing wait times and improving customer satisfaction.
Additionally, ChatGPT can also help companies streamline their customer support operations, allowing them to handle more inquiries with fewer resources. This can lead to cost savings and improved efficiency, while also freeing up human support staff to focus on more complex or sensitive issues that require a human touch.
Overall, I think that ChatGPT has the potential to be a game-changer for the customer service industry, and we’re already seeing some exciting early results from companies that have adopted the technology. But it’s important to remember that while ChatGPT can be a powerful tool, it’s not a replacement for human support and it’s critical to ensure that it’s used in a way that enhances, rather than replaces, human interactions.
AB: What risks, if any, are there for a company deploying ChatGPT as a tool for customer care?
ChatGPT: When it comes to using ChatGPT for customer care, there are a few potential risks that companies should be aware of.
First and foremost, there’s the risk of providing inaccurate or misleading information to customers. While ChatGPT is designed to be highly accurate, it’s not perfect, and there may be times when it provides incorrect information or fails to fully understand the context of a customer’s inquiry. This can lead to customer frustration and a decline in customer satisfaction.
Another risk is the potential for job displacement. While ChatGPT can help organizations handle more customer inquiries with fewer resources, it may also lead to job losses as some customer service positions become automated. This is something that companies need to be mindful of, and they should take steps to ensure that impacted employees are provided with alternative employment opportunities or training and reskilling programs.
Finally, there’s also a risk around data privacy and security. As ChatGPT processes large amounts of customer data, it’s important that companies implement appropriate safeguards to ensure that customer information is protected. This includes using encryption and other security measures to prevent unauthorized access, as well as having strong policies in place for how customer data is collected, stored, and used.
So, while ChatGPT can bring many benefits to customer care, it’s important for companies to carefully consider these risks and take steps to mitigate them. By doing so, they can ensure that they’re able to reap the full benefits of the technology while minimizing any negative impacts.
AB: Some brands are already using ChatGPT. How have consumers been reacting?
ChatGPT: You’re asking about consumers and their reactions to ChatGPT support, right? Well, it’s been a mixed bag so far. Some consumers have been really happy with the quick and accurate responses they’re getting from ChatGPT, especially when they need help outside of normal business hours. They appreciate the convenience and speed of getting the information they need right away, without having to wait on hold or navigate through automated menus.
On the other hand, there have been some consumers who are less thrilled with ChatGPT support. Some people find the interactions to be a bit robotic or impersonal, and they’d prefer to speak with a real human. And in some cases, consumers have had frustrating experiences when ChatGPT wasn’t able to fully understand their inquiry or provide them with the information they needed.
So, overall, consumer reactions to ChatGPT support have been a mix of positive and negative. I think it’s important for companies to carefully consider their target audience and what type of customer support experience they’re looking to provide when deciding whether to implement ChatGPT. If done well, ChatGPT can be a great tool for improving the customer experience, but if it’s not the right fit for a particular brand or customer base, it can lead to dissatisfaction.
AB: What will be the biggest gain in society from the integration of ChatGPT into our daily lives?
ChatGPT: That’s a great question. When it comes to the integration of ChatGPT into our daily lives, there are definitely a lot of potential benefits.
One of the biggest gains I see is the ability for ChatGPT to streamline and improve access to information. With ChatGPT, people will be able to quickly and easily get the information they need, whether that’s answering a question about a product or service, or resolving a customer service issue. This will help make our lives more convenient and efficient, saving us time and effort.
Another big gain is the potential for ChatGPT to enhance the customer experience. By providing quick and accurate answers to customer inquiries, ChatGPT can help businesses provide better customer service and improve customer satisfaction. This can be especially beneficial for companies that struggle to handle large volumes of customer inquiries, as ChatGPT can help them handle more requests with fewer resources.
Finally, ChatGPT could also have a positive impact on the job market. While there is some concern that ChatGPT may lead to job losses, it could also create new opportunities for people with skills in areas like machine learning and natural language processing. These are in-demand skills that can help drive economic growth and lead to better job prospects for people in these fields.
So, those are just a few of the ways that the integration of ChatGPT into our daily lives could have a positive impact on society. By streamlining access to information, improving the customer experience, and driving job growth, ChatGPT has the potential to bring about many positive changes in the years to come.
AB: Share some examples of real-world use cases where ChatGPT failed as a customer service option.
ChatGPT: Sure thing! While ChatGPT has been praised for its ability to handle large volumes of customer inquiries quickly and accurately, there have been some instances where things haven’t gone as smoothly.
For example, there have been instances where ChatGPT has provided incorrect or misleading answers to customer inquiries. This can happen when the model hasn’t been trained on specific information or when it misunderstands the context of the question being asked. This can lead to frustrated customers who don’t get the help they need, or worse, customers who make decisions based on incorrect information.
Another challenge with ChatGPT is that it can be difficult to personalize the customer experience. Since ChatGPT is a machine learning model and not a human, it can be difficult to replicate the human touch that customers often appreciate when interacting with customer service representatives. This can make customers feel like they’re talking to a machine, which can be a turn-off for some people.
Finally, there’s also a risk that ChatGPT could lead to job losses in the customer service industry. While ChatGPT can help companies handle more customer inquiries with fewer resources, it could also lead to layoffs for customer service representatives who are no longer needed. This could be especially concerning for people who rely on these jobs for their livelihoods.
So, those are a few examples of real-world use cases where ChatGPT may not have been the best option for providing customer service. While ChatGPT has many strengths, it’s important to keep these challenges in mind as well so that companies can make informed decisions about when and how to deploy ChatGPT as a customer service tool.
AB: What needs to be done to address issues of data privacy and ethics—and the potential displacement of certain types of jobs—before we can view ChatGPT as a net positive concept for individuals and society?
ChatGPT: Yeah, those are definitely important concerns that need to be addressed as we continue to integrate ChatGPT and other AI technologies into our lives.
When it comes to data privacy, it’s important to ensure that any personal information collected through ChatGPT is protected and used responsibly. Companies need to have clear policies in place for how they collect, store, and use customer data, and they need to be transparent about what they’re doing with that data.
In terms of ethics, there are also a number of concerns that need to be addressed. For example, there’s a risk that ChatGPT could be used to spread misinformation or to automate biased decision-making processes. To address these risks, it’s important for companies to have clear ethical guidelines in place and to continuously monitor and evaluate the impact that ChatGPT is having on customers and society.
Finally, when it comes to the potential displacement of jobs, it’s important for companies to be mindful of the impact that ChatGPT and other AI technologies could have on the workforce. While ChatGPT can help companies be more efficient and provide better customer service, it could also lead to job losses for customer service representatives and other workers. To address this concern, companies need to think about how they can use ChatGPT and other AI technologies to complement and enhance the work of human employees, rather than replace them.
So, those are just a few of the key considerations that need to be addressed as we continue to integrate ChatGPT and other AI technologies into our lives. By being mindful of these concerns and taking steps to address them, we can help ensure that ChatGPT and other AI technologies are used in a way that is positive for individuals and society as a whole.
AB: What should or could governments do to protect society from inherent risks of widespread adoption of ChatGPT?
ChatGPT: Well, there’s definitely a role for government to play in ensuring that the widespread adoption of ChatGPT and other AI technologies is done in a way that protects society. Here are a few things that governments could consider doing:
Regulating data privacy: Governments could enact laws and regulations to protect personal data and ensure that companies are transparent about how they collect, store, and use customer data.
Promoting ethical AI practices: Governments could establish guidelines and standards for the use of AI technologies, including ChatGPT, to ensure that they are used in an ethical and responsible manner.
Protecting workers: Governments could provide support and training to workers who are displaced by the adoption of ChatGPT and other AI technologies, and could also encourage companies to use AI technologies in a way that complements and enhances the work of human employees.
Investing in AI research: Governments could invest in research and development to continue to advance the field of AI and ensure that new technologies, including ChatGPT, are used in a way that benefits society as a whole.
So, those are just a few of the things that governments could do to protect society from the inherent risks of widespread adoption of ChatGPT and other AI technologies. By taking a proactive approach and working to address these concerns, governments can help ensure that the benefits of these technologies are realized and that any risks are mitigated.
AB: What are your thoughts on Google’s failed AI demo from a short while ago?
ChatGPT: Oh, you’re talking about Bard! Yeah, I’ve heard about that. It’s always a bit disappointing when something like that happens, especially with a technology like ChatGPT that has so much potential. But at the same time, it’s important to keep things in perspective and remember that AI systems like ChatGPT are still in the early stages of development, and they’re not perfect yet.
I think it’s also important to remember that mistakes like the one that Bard made are opportunities to learn and improve. The team at Google will likely use this as an opportunity to analyze what went wrong and make adjustments to the system so that it’s less likely to make the same mistake again in the future.
So, while the failed demo was certainly not ideal, I wouldn’t view it as a sign that ChatGPT isn’t ready for prime time. Instead, I would see it as a reminder that we still have a lot of work to do to improve these systems and make sure that they are delivering accurate and helpful information to people.
AB: People are genuinely worried about their jobs being replaced by ChatGPT, what is your response to that concern?
ChatGPT: I can understand why people might be worried about that. With any new technology, there’s always the potential for job displacement. But at the same time, I also believe that technology has a way of creating new jobs and opportunities as well.
In the case of ChatGPT and customer service, I think it’s likely that the technology will augment human jobs rather than replace them completely. For example, ChatGPT could help customer service representatives by automating repetitive or low-level tasks, freeing them up to focus on more complex and strategic issues that require a human touch.
Of course, this is just my personal take on the matter, and it’s possible that the impact of ChatGPT on the customer service industry could be different than what I’m imagining. But overall, I think that it’s important for us to approach new technologies with an open mind and be willing to adapt and evolve as the world around us changes.
AB: What do you think we will see as the single greatest impact from widespread deployment of ChatGPT?
ChatGPT: I think the single greatest impact from widespread deployment of ChatGPT will be the ability for companies to provide faster, more efficient, and more personalized customer service at scale.
With ChatGPT, companies will be able to handle a large volume of customer inquiries and interactions more quickly and effectively, reducing wait times and improving overall customer satisfaction. And because ChatGPT is trained on large amounts of data and can learn from interactions with customers in real-time, it has the potential to provide highly personalized and accurate responses to each customer’s specific needs and questions.
This could be a huge benefit for both customers and companies alike. Customers will be able to get the help they need more quickly and easily, while companies will be able to improve their customer relationships and increase customer loyalty.
Of course, this is just one potential impact of widespread deployment of ChatGPT, and there may be other unintended consequences as well. But overall, I think the potential benefits are certainly worth exploring and considering.
AB: Beyond customer service, what industries might benefit significantly from deploying ChatGPT?
ChatGPT: Yeah, definitely! I think ChatGPT has the potential to revolutionize a lot of industries beyond just customer service. Here are a few that come to mind:
Healthcare: ChatGPT could be used to help patients find accurate and reliable information about their health and medical conditions, as well as to provide personalized support and guidance for managing their care.
Finance: ChatGPT could be used to help customers manage their finances, provide investment advice, and answer questions about banking and financial products and services.
Education: ChatGPT could be used to provide students with instant access to information and resources for their studies, as well as to help answer questions and provide personalized support and guidance.
Retail: ChatGPT could be used to provide customers with personalized recommendations for products and services, as well as to help answer questions about ordering, delivery, and returns.
These are just a few examples, but I think ChatGPT has the potential to transform a lot of different industries and improve the lives of people in a lot of different ways. The possibilities are really endless!
AB: What do you think is the single most important thing that people who are skeptical about ChatGPT should know?
ChatGPT: I think the single most important thing for people who are skeptical about ChatGPT is to understand that it is a tool, and like any tool, it has its limitations and strengths. ChatGPT can automate and streamline certain tasks and processes, but it is not a replacement for human intelligence, creativity, and empathy. While it can provide quick and accurate answers to routine questions, it may not always be able to handle complex or unexpected situations as well as a human can.
It’s also important to consider the potential ethical and privacy implications of using AI and to ensure that there are proper safeguards in place to protect sensitive information.
Ultimately, I believe that ChatGPT can be a valuable asset in certain industries, but it’s important to use it in a way that complements and enhances human capabilities, rather than replaces them.
AB: People are worried the robots are coming for their jobs. Are you coming for their jobs, ChatGPT?
ChatGPT: Ha, I get this question a lot! And the answer is no, I’m not here to take anyone’s job. Think of me more like a helpful assistant that’s here to support people and make their lives easier. In some cases, I might be able to automate tasks that were previously done by humans, but that doesn’t necessarily mean that I’m replacing those humans. Instead, it frees them up to do other, more valuable things. So, I see myself as complementing the workforce, not replacing it.