Talk of artificial intelligence (AI) in the workplace has been increasing more and more, so much so we even held a webinar on it: AI & CX: How Ignoring Future Tech Will Leave Businesses in the Past.
And if you couldn’t tell already, our stance on generative AI’s relationship with customer experience (CX) is clear — it will eventually become a permanent tab on every experience professional’s desktop next to Gmail and LinkedIn.
Tools like ChatGPT are no longer considered future tech, but advanced platforms for the here and now.
The opportunities are endless for the use of artificial intelligence in the CX industry, however, we narrowed it down to fifteen prompts to make it easy for users to receive valuable data fast.
We know what you’re thinking — will AI replace my job? Our answer: not quite yet, but it can help you to be more efficient now.
If you’re just dipping your toes into the deep waters of AI, let’s swim out a bit further and start with the basics, shall we? 🤖
What Is ChatGPT?
By definition, ChatGPT is a large language model-based chatbot developed by OpenAI, notable for enabling users to refine and steer a conversation towards a desired length, format, style, level of detail, and language used.
In layman’s terms, ChatGPT is an AI tool that lets users plug in various prompts or instructions and it will quickly deliver information in a human-like tone — similar to automated chatbots on customer service websites.
From asking the platform to create an ice cream flavor a pirate would love (it’s Rum-infused Treasure Crunch by the way) to writing an entire novel front and back, the options are pretty much endless…until you ask it to pull any information past 2021, in which case it has no data on any events before then.
According to TechTarget, “ChatGPT uses deep learning, a subset of machine learning, to produce humanlike text through transformer neural networks. The transformer predicts text, including the next word, sentence or paragraph, based on its training data's typical sequence.
Training begins with generic data, then moves to more tailored data for a specific task. ChatGPT was trained with online text to learn the human language, and then it used transcripts to learn the basics of conversations.
Human trainers provide conversations and rank the responses. These reward models help determine the best answers. To keep training the chatbot, users can upvote or downvote its response by clicking on "thumbs up" or "thumbs down" icons beside the answer. Users can also provide additional written feedback to improve and fine-tune future dialogue.”
“Training” an AI tool, especially for CX purposes, is extremely helpful (but we’ll get to that later!) And big brands including DHL and Coca-Cola HBC are already finding ways to implement AI into their daily experience operations.
So, it must be something to get behind, right? Keep reading to learn why.
Why Use AI in Customer Experience?
Cultivating incredible B2B customer experiences requires businesses to stay ahead of the curve.
Whether that be by leveraging modern CX technology like our Account Experience (AX) software to keeping a pulse on the competition, it’s all about exploring current trends.
Additionally, it’s about how you best utilize what’s current for your business’s needs.
AI is an incredible tool to mold and make your own by training it to learn your customer data (remember from earlier?)
For that reason, you can make a platform such as ChatGPT become proficient in your entire database of customer information. This will let you…
Quickly gather customer insights and further understand why they’re Promoters, Detractors, and Passives
Analyze customer sentiment and reasons for their feedback
Streamline daily tasks such as script writing, feedback follow-ups, and more
During our recent webinar, we had our host Adam Ramshaw, Owner and Director of Genroe, share his thoughts on using AI in the experience industry as he has been long researching ways that it can be best utilized in CX.
What Yields the Best ChatGPT Responses?
To receive the most relevant, useful information from AI, it’s all about how you ask your question.
At the core of it, you’re requesting something from the chatbot (an input) and expecting exactly what you need (an output). Great inputs have super specific details in order to get perfect outputs — that’s where prompt engineering comes into play.
The idea is to engineer your prompts in a way that provides little room for ChatGPT to provide a lackluster response.
To yield the best data from AI, you need to:
Set the context by potentially telling AI to act like a specific expert and define the task at hand, for example, Act as a seasoned customer experience manager while creating our next strategy.
Create a constraint on your desired outcome, for example, Please don’t write an email longer than 300 characters.
Tell the tool you’re working with what you’re hoping to receive, for example, I’d like to see my blog formatted with headers and subheadings.
But it doesn’t have to stop there.
You can experiment with all different ways of leveraging AI by trying out writing styles or types of content you want to receive; from formal and persuasive to humorous, you can pick and choose any kind of format and tone of voice.
Of course, yielding the most detailed responses for experience professionals includes training your chatbot on your customer data to know your business inside and out.
15 Customer Experience ChatGPT Prompts
If you thought we’d have flying cars and hoverboards by now, we did, too. However, that wouldn’t be much help in streamlining weekly CX tasks now, would it?
We promise the next fifteen prompts will help you achieve much more than that.
Once you’ve trained ChatGPT on your customer data (survey feedback, etc.), simply plug in these prompts and collect quick insights!
#1. "What are the most common positive and negative customer inquiries we received today?"
#2. "Can you provide a summary of the feedback trends from our recent customer interactions?"
#3. "Please generate a report highlighting the areas where we exceeded customer expectations this month."
#4. "What are the top three issues that customers are currently facing, and what solutions have been effective?"
#5. "Could you assist in creating personalized response templates for frequent customer queries?"
#6. "Generate a list of non-respondent customers who haven't engaged with us in the last month for a re-engagement campaign."
#7. "Identify patterns in customer complaints and suggest strategies to proactively address them."
#8. "Please provide a breakdown of the average resolution times for different types of customer issues."
#9. "Analyze the customer feedback sentiment related to our latest product or service update."
#10. "Provide insights into the most successful upselling/cross-selling strategies based on customer interactions and the customers best suited for an upsell or cross-sell."
#11. "Suggest improvements to our self-service options based on recent customer interactions."
#12. “What survey delivery channels yield the highest response rates?”
#13. "Please analyze the reasons behind recent customer churn and recommend strategies to mitigate it."
#14. "What are the peak hours for customer inquiries, and how can we optimize our staffing during those times?"
#15. "Create a task list for following up with Promoters, Detractors, and Passives and each customer’s most requested improvement.”
Work Smarter, Not Harder To Create Great Customer Experiences
When it comes to new, modern technology, you're often left with two choices: see where it can fit in your business to help scale processes or fall behind. Because whether you utilize it or not, chances are your competition will.
If you're yet to explore the world of AI, we hope our fifteen CX prompts are exactly what you need to get started!
Interested in learning more about our modern Account Experience software? You can contact us here.