December 20, 2023

Using AI in Customer Support

20 minutes

12/20/23 - Episode 122

Episode Summary:

This episode discusses the use of AI, particularly a new feature called GPTs, in improving the efficiency and accuracy of customer support for e-commerce brands. The host, a proponent of AI, describes GPTs as custom versions of ChatGPT that provide consistent experiences and are easy to create without coding knowledge. These tailored AI systems can be fed specific data sources, such as a company's website, to ensure high-quality, accurate information.

The episode details a practical application where GPTs are used for customer support. By restricting the AI to a company's website, it can quickly provide relevant answers, enhancing the customer experience. This is particularly useful for smaller e-commerce brands that outsource their customer support, often resulting in slow and inadequate service due to lack of brand-specific knowledge. The GPTs can also be restricted to certain websites or incorporate uploaded files like product manuals for more precise information.

The process of setting up a GPT is explained through a step-by-step demonstration, showcasing how to create a customer support representative AI. The host emphasizes the importance of the AI's tone and the ability to tailor it to specific needs, such as being professional and empathetic for products related to recovery from injuries.

A limitation of the GPTs is mentioned: ChatGPT's query throttles, which restrict the number of queries. The quality of the GPT's responses depends on the quality of the content provided. The host advises regularly updating the website with new information from customer queries to ensure the GPT remains effective.

In conclusion, the host recommends using GPTs for brands on the paid plan of ChatGPT, emphasizing their ability to leverage existing content for accurate customer support responses.

TRANSCRIPT - https://jadepuma.com/blogs/the-shopify-solutions-podcast/episode-122-using-ai-in-customer-support

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