Published: 05-Oct-2024 |
| ET Artifical Intelligence is thrilled to announce its call centre solution. Call centres are valuable assets in a business. It is often the first line of communication between the customer and the company, often the only way to get service and support. Sadly it is often the last activity before the customer walks away. Why? Call centres are often unwieldly, staff not properly trained, it is always busy "Your call is important to us, please stay on the line (while we play Richard Clayderman for the 88th time)" Is there a better way? Can you go to a web site and get the answers there? Not really. It is too complicated for many customers. Yes, there is a better way. At ET-AI we connect your web site to a ChatGPT bot. We train it on your company data. We start with web site information and then expand the data to include other sources of information. Your customers will feel a lot more comfortable writing an English type question into the ChatGPT bot on your site, than searching a complex set of FAQs. For example we did a hypothetical exercise using an airline that allows pets on board their planes. We asked "Can I take my Jack Russel on board". The ChatGPT bot said "Yes", but gave us the relevant terms and conditions. We then asked "Can I take my St Bernard on board?" The ChatGPT bot said "No, St Bernards are large dogs, more than 10kg in weight" and gave the detailed terms and conditions. Note that at no stage in the training of the bot did we include breed of dog. We didn't use Jack Russel or St Bernard in any example, but the ChatGPT bot knew enough to give an informed answer. Is your website enough to train on? No, customers are always going to be demanding more and asking more complex questions. The web site is likely to answer 20-25% of customers queries. This is not a problem for us. Our service is to monitor every single question and answer, and keep refining and adding answers until we have probably 90% of all answers. This is an on-going process. In addition as ChatGPT improves the answers will improve with better training. How does it benefit you? - A proper help facilitiy on your website that speaks the language of your customers and is available 24/7. - Reduce actual call centre load. - Reduce costs - Use the same ChatGPT bot to train call centre staff themselves and all staff on company products, policies and procedures. ChatGPT is new. Over time, it is going to be used more and more. Customers will be happier to use a working and functional system than continuing to listen to Richard Clayderman. Even if you don't have a web site, we can still install a ChatGPT bot and train it. Even if you have no real call centre and your reception acts as a call center and ChatGPT bot will work. Costs are far lower than you might expect. |