A key part of Alida’s mission is to enable collaborative intelligence, the idea that many heads are better than one. Alida communities, for example, bring brands and customers together in a shared space to co-create and improve experiences. Now, we’re taking another step toward the goal of collaborative intelligence: Getting humans and AI working together for the greatest outcome.
Alida customers will now have the choice to integrate ChatGPT into the Alida Total Experience Management (TXM) platform. It’s one of hundreds of integrations that bring together siloed research, Voice of Customer, and CX tools in a centralized platform for ease of use and faster decision-making.
There’s a strong case for embedding AI in your CX operations. Sixty-four percent of workers said they benefit from AI, according to Boston Consulting Group, and when employees benefit, so do the companies they work for. In fact, organizations where employees benefit from AI are six times more likely to achieve financial benefits.
Not only can you increase employee efficiency with state-of-the-art AI technology like ChatGPT, you can also get closer to your customers, better understand their motivations, and improve their experiences. That’s a powerful recipe for business growth.
Beyond the customer-service chat bot
AI for customer service isn’t new. Existing automation like chatbots have long been used to address basic, repetitive customer queries, such as “Where's my package,” “What's my order number?” and “What's my password?”
But 60-70% of customer communication isn’t straightforward and this is where ChatGPT can shine. As it learns it will be better able to interpret a customer’s intention, be more conversational, and ask more specific questions.
The release of next generation AI tools like ChatGPT give all types of organizations and people access to capabilities that were once only available to large brands and tech giants. These tools no longer just take busy work out of employees’ hands. They can now analyze data, mimic human voices, and produce creative work.
One of the beauties of ChatGPT is that you don’t have to be a coder to use it. We’re leveraging OpenAI and ChatGPT to enable customers to opt-in to the integration so that you can use it right in the flow of your work.
With that in mind, here are five uses of ChatGPT for customer experience you may not have considered.
1. Improve quality of survey responses by leveraging ChatGPT
The first out-of-the-box integration between Alida and ChatGPT is survey follow-up. This integration is available to Alida customers today.
Survey responses aren’t always clear and you sometimes need to ask a second question to understand intention and context. With Alida and ChatGPT working together, you’ll be able to not only automate appropriate follow-up questions but ask more specific questions depending on the response to gather additional insights. ChatGPT and Alida can also help in real time. Let’s say a survey respondent is answering an open-ended question. ChatGPT can prompt them to modify their answer to improve clarity or provide more detail.
2.Craft communications with insight community members
ChatGPT is great for getting over writer’s block. Instead of starting at the blank page, see what type of script ChatGPT can design for your next outreach or recruitment email. You can train the tool to learn your brand voice so the copy feels authentic and human.
3. Create questions for your next survey
Sometimes you need to ask the same question multiple ways to confirm veracity. You may also want to try different ways to address a challenge from multiple perspectives. ChatGPT can help you generate new phrases and question types so you don’t have to start from scratch.
You can also ask ChatGPT to give you a rundown of the trends people are talking about in your industry. The findings can be great thought starters you’ll want to validate with feedback from your customers.
4.Create a story from your survey results
What’s the first syllable in numbers? “NUMB!”
CX and insights pros know that presenting data and research findings by just focusing on numbers isn’t as impactful as telling a story. That’s why adding customer quotes and videos helps to build empathy with decision makers and increase the urgency of solving a problem. Enter the data into ChatGPT and it will be able to identify recurring themes. ChatGPT can help you build a story based on your data, so you can share results in a way that moves the needle.
How will you use Alida ChatGPT?
We’re excited to hear how you’re interested in using ChatGPT and Alida in combination to move your customer experience program forward. Let us know how we can help.
Remember, if you can automate it, so can everyone else. So, what’s your differentiator?
The more you know about your customers, the better you’re able to serve them, and ChatGPT is here to help.