After several experiences in product design and digital marketing, Florent Gosselin has been working in the conversational field for over 10 years. Currently CPO of iAdvize, he and his product teams support companies in the deployment of conversational solutions combining the best of human and AI.
ChatGPT has been creating a buzz since its release at the end of November. How can we explain this enthusiasm?
It took ChatGPT just 5 days to reach a million users… But beyond the impressive number of reactions it generated in the tech and media spheres, what’s striking is seeing the type of people who were touched by its release. On the one hand, tech or AI viber database who aren’t the type to get excited about the latest innovation or trendy startup, and on the other hand, people completely outside this circle who are already starting to use ChatGPT in their daily lives.
These are strong markers that usually emerge after several years, and the fact that ChatGPT has reached them in just 2 months of existence shows that we are witnessing something impactful…
In your opinion, OpenAI’s chatbot is a “revolution for conversational support” : why?
I think we need to take a global view to understand the revolution that awaits businesses: today 70% of customer support interactions are marketing automation for nonprofits and donor journeys out by telephone, and only 1.6% are automated thanks to AI (source: Gartner ).
The acceleration of digitalization and the macroeconomic context we are experiencing are underlying trends, which require companies to rethink their customer experience, while seeking to optimize the costs and profitability of their operations. In the very short term, according to Forrester , 20% of initiatives led by support or customer experience teams are to disappear this year, due to a lack of capacity to demonstrate ROI internally.
How can ChatGPT improve online customer service for brands? Do you have any real-life examples?
At this stage, ChatGPT excels in its ability to interact naturally, as well as to manipulate and transform conversational data. It can therefore be asb directoryeffective in solving problems where there is no single. Correct answer expected (creative uses, summarization, rephrasing, research, etc. And/or where the answer can be easily verified mathematics. Code creation or review, or any other use case involving human intervention).
How can ChatGPT also help businesses push customer experience personalization?
Even though the models used by ChatGPT have been fed by gigantic datasets, providing highly personalized answers or those based on recent knowledge is clearly not within ChatGPT’s current capabilities.
Personalizing the experience requires, above all, good centralization of customer knowledge and its integration within a conversational platform, to enable chatbots and advisors to provide relevant and contextual responses.