Is your customer service team unable to keep up with the ever-increasing demand for help? Are your customers left frustrated and unsatisfied by long wait times or unhelpful responses? If so, it may be time to consider implementing a conversational AI helpdesk solution. Intelligent chatbots and conversational AI has become an invaluable tool in customer support, with businesses using the technology to automate their helpdesk solutions and promote a better customer experience.
Automate Your Work
Capacity’s enterprise AI chatbot can help:
- Answer FAQs anytime, anywhere
- Find relevant documents within seconds
- Give surveys and collect feedback
According to Gartner, automated agent interactions will skyrocket in the next five years, increasing from 1.6% today to a staggering 10%. Conversational AI technology is transforming the world of customer service, and companies that get on board will reap the benefits.
In this article, we’ll look at the top five benefits of conversational AI and how OpenAI can help you create an automated helpdesk solution. Read on to learn more!
Definition of conversational AI
Before we explore how ChatGPT can enhance your helpdesk, let’s start with the basics.
Today, conversational artificial intelligence (AI) is taking the world by storm through intelligent chatbots and virtual agents – enabling users to interact with them as if they were talking to a real person. In 2020, the global chatbot market was valued at $2.6 billion and is expected to reach $9.4 billion by 2024. Talk about exponential growth!
At its foundation, conversational AI is the development of computer programs that use natural language processing and machine learning algorithms to simulate human conversations with machines. It enables users to ask questions, request services and resolve issues within seconds and more naturally than traditional methods.
Think of a conversational AI chatbot as an addition to your support team. They can field tier 0 and 1 inquiries, freeing human agents to focus on more strategic tasks.
5 benefits of conversational AI
We get it – conversational AI technology can be intimidating. There are several benefits of conversational AI that will make it all worthwhile. Let’s review a few of the main ones:
1. Significantly improved customer experience
AI-based chatbots and virtual agents can seamlessly interact with customers, delivering quick support and faster resolution times for inquiries. This helps to increase customer engagement, satisfaction, and loyalty, leading to improved customer experience overall.
2. Boosts productivity
With conversational AI, businesses can improve operational efficiency and reduce the workload on their support team. Automated bots help to handle simple customer inquiries quickly and easily, allowing employees more time to focus on other tasks.
3. 24/7 availability
Chatbots never need a break and are always available to assist customers, no matter what time of the day or night. In the middle of the night? Check. During a lunch break? Check. With a conversational AI system, businesses can save time and money while providing customers with an engaging and helpful experience.
4. Better data analysis
AI-powered chatbots track customer conversations to provide valuable insights into customer sentiment, preferences, behaviors, and more. This data can further improve customer service strategies and provide a better overall experience for customers.
5. Increased scalability
Customizable bots can be easily scaled according to the needs of your business. With an intelligent helpdesk, you can automate your ticketing system with AI-powered chatbots capable of handling multiple customer queries simultaneously and delivering personalized responses quickly and accurately.
With all these great benefits, it’s no wonder why more businesses are turning to AI-powered chatbots for their customer service needs.
What is OpenAI/ChatGPT?
Now that we have reviewed the benefits of conversational AI, lets talk about the elephant in the room.
The infamous ChatGPT.
ChatGPT has captivated users worldwide with its groundbreaking AI technology. In a nutshell, ChatGPT is an AI chatbot tool developed by OpenAI that focuses on natural language processing (NLP) communication. Users can ask ChatGPT various questions, and the bot will respond immediately. From creating computer coding scripts to crafting a unique cover letter, there’s not much ChatGPT can’t do.
Capacity currently uses OpenAI’s LLM model for this GPT. OpenAI is an American artificial intelligence (AI) research laboratory consisting of the non-profit OpenAI Incorporated and its for-profit subsidiary corporation OpenAI Limited Partnership. OpenAI conducts AI research with the declared intention of promoting and developing a friendly AI.
Capacity uses OpenAI API, which is SOC 2 Type 2 compliant to process subscriber data used in AI Tools. Open AI has been audited by an independent third-party auditor against the 2017 Trust Services Criteria for Security.
- OpenAI will not use customer data via its API to train or improve its models.
- OpenAI’s policy is that any data processed from Capacity to Open AI will be retained for abuse and misuse monitoring purposes by Open AI for a maximum of 30 days, after which it will be deleted (unless otherwise required by law).
- Organizations should prohibit the use of this feature where protected health information is included in Subscriber Data or where our customer is covered entity or business associate under HIPAA.
- All data that is processed using Capacity’s AI Toolkit is stored in the US.
How can you use OpenAI to automate your helpdesk?
You may be wondering – “Wow, this is great. But how can I use OpenAI to improve my business processes?” We’re so glad you asked!
Harnessing the power of OpenAI can revolutionize the way businesses manage their helpdesks. Its cutting-edge AI technology allows companies to quickly and accurately answer customer inquiries, allowing human agents to focus on more complex tasks requiring more strategic thinking. This perfectly aligns with Capacity’s mission: Freeing teams up to do their best work through support automation.
A quick introduction to Capacity:
Capacity is a secure AI automation platform that helps businesses scale and automate support. Teams are overwhelmed by questions and tedious tasks. Capacity provides everything you need to automate support and business processes in one place. With our low-code platform accessible through conversational AI, support teams can instantly access tacit knowledge and respond to requests. With Capacity, you can deflect tickets from hitting your team’s helpdesk and answer over 90% of FAQs from team members and external customers.
Let’s take a look at how OpenAI integrates within Capacity’s platform.
Automate Your Work
Capacity’s enterprise AI chatbot can help:
- Answer FAQs anytime, anywhere
- Find relevant documents within seconds
- Give surveys and collect feedback
Example: OpenAI + Capacity
There are two main ways you can use OpenAI within Capacity:
- On individual Helpdesk tickets
- Adding variants on the Knowledge Base
Let’s break down each section in more detail.
OpenAI in Helpdesk tickets
Responding to customer inquiries and issues can be extremely time-consuming for support teams. Sometimes you don’t know exactly what to say – or how to say it – properly. Other times you may need to recap a lengthy conversation thread or summarize a list of next steps. Luckily, these problems can be solved with Capacity.
When responding to a ticket on the Helpdesk, there’s a button listing various OpenAI features. Here’s each one explained in detail:
Suggest a response: Unsure of how to respond to a helpdesk ticket? We’ve all been there. The bot will write a reply based on the information cited on the ticket within seconds.
Make my response longer: When you start writing an answer on the ticket, the bot will help fill in the gaps and make your reply a complete thought from beginning to end.
Improve my response: Sometimes, words are hard – Especially when responding to a complex or sensitive customer issue. After you write a response, the bot will go in and suggest areas of improvement or ways to make your reply sound clear and concise.
Summarize this issue: Support ticket history can extend for days, weeks, and even months. No one has time to read pages and pages of in-depth every single ticket reply, especially if you are coming into the issue halfway through. The bot can go in and instantly summarize the ticket history in a simple paragraph.
List action items: Stuck on what the next steps should be? No worries. The bot can craft a list of action items for each related party based on the helpdesk ticket.
OpenAI in the Knowledge Base
Capacity’s Knowledge Base allows users to find important documents and data easily. Using AI, NLP, and machine learning tech; companies can transform how they handle knowledge management.
Using Capacity, users can add a piece of data to the Knowledge Base by adding an exchange (what we refer to as inquiries and responses). Inquires are inbound questions from users that, when triggered, tell Capacity which responses to return. Responses are what is produced by Capacity when it matches an inquiry.
With OpenAI, inquiry variants are automatically generated based on other similar ways to ask a question or find a piece of information.
Try OpenAI on Capacity’s AI Helpdesk for free today
Conversational AI technology is transforming customer service as we know it. The benefits of conversational AI are changing how support teams operate – for the better. Businesses that use OpenAI can harness its AI capabilities to automate their helpdesk and improve operational efficiency.
With an AI helpdesk, you can quickly and accurately respond to customer inquiries, reducing the workload for your support team and saving time and money. Capacity is a secure AI automation platform enabling you to use the power of OpenAI, allowing you to deflect tickets from hitting your team’s helpdesk and reduce response times.
Ready to give it a try? Sign up for a free trial of Capacity today and experience the power of OpenAI firsthand.
