Cons of ChatGPT for Customer Experience
The rise of ChatGPT, a powerful AI tool, has been significant in the recent past and has been adopted in nearly every industry. However, not everyone is enthusiastic about its adoption speed due to the potential societal risks of unleashing the technology before it's adequately tested and governed. Some experts warn against the rapid adoption of AI, including Elon Musk, who signed an open letter that calls on companies to pause “giant AI experiments” until they can better manage the risks.
While ChatGPT has been incorporated into work settings by nearly three-quarters of Americans familiar with AI, some employees have concerns about the impact on their jobs. Over 40% of workers who are knowledgeable about ChatGPT worry that it will take their jobs entirely, and another 38% fear that it will affect their usefulness in the workplace. Companies need to understand the potential downsides of using ChatGPT for customer experience.
Downsides of ChatGPT for CX
- Not always Accurate: ChatGPT responses are not always correct despite sounding confident, which might mislead customers, leading to confusion. Even its creators acknowledge the bot's shortcomings, stating: “ChatGPT sometimes writes plausible-sounding but incorrect or nonsensical answers.”
- Lack of Personalization: While ChatGPT can browse the internet for information, it cannot access internal resources or have industry-specific training. Therefore, it cannot provide personalized responses that are specific to a company or industry.
- Inconsistent Responses: ChatGPT offers new responses every time, leading to an inconsistent customer service experience. It's challenging for companies to monitor customer needs and requests since the bot cannot provide a specific answer consistently.
While ChatGPT is viewed as an incredible technological advancement, it has some flaws. To capitalize on its advantages and limit the cons, companies should use ChatGPT in customer service to complement humans. A human agent can oversee the chatbot to limit many of ChatGPT's faults and intervene when complicated customer issues arise. While the future is here, it will take some experimentation before chatbots and AI can take customer service to the next level.
