Use ChatGPT + TextExpander to Supercharge Customer Service

The AI revolution is in its infancy, but it’s already proving to be a technology that’s here to stay. That means we all need to figure out how to leverage AI tools like ChatGPT to perform better at our jobs, and customer service is no exception.

When many customer service leaders consider pairing AI with customer service, they think of fully-automated tools like chatbots. While chatbots can be a useful tool, customers are often turned off by them, meaning that human reps need to step in.

Instead, you can use AI to enhance your customer support reps by using ChatGPT to generate professional responses for your business. Let’s look at the strengths and weaknesses of that approach.

ChatGPT’s Strengths and Weaknesses

The popular conception of ChatGPT is that it’s a magical text generator where you can give it a vague idea of what you want and it’ll return professionally produced content with little effort.

That’s only partially true. The more elaborate your content, the more prompt engineering ChatGPT requires. And ChatGPT is only so-so at prose. Without a great deal of coaxing, ChatGPT’s style is very flat, which makes it great for business correspondence.

One of the hardest things about writing is starting from a blank page. ChatGPT can bypass that first step by generating some starter content for you. But like any writer, ChatGPT needs editing. ChatGPT doesn’t tend to make grammatical mistakes, but it tends to make up facts—called hallucinations—and you’ll likely want to tailor the output to be more personalized and less generic.

ChatGPT’s output can also be wildly inconsistent, even with identical prompts, so you don’t want to generate new customer responses with every interaction. ChatGPT is also slow in producing text, which you don’t want to deal with when trying to respond quickly to customers.

ChatGPT also isn’t always available when you need it. The system is often overloaded and won’t accept new queries, even from paying customers.

TextExpander can help you better leverage ChatGPT for your customer service team by saving ChatGPT’s output as Snippets you can access whenever you need them.

Why ChatGPT and TextExpander work better together

Instead of going to ChatGPT every time you need a customer response, you can instead generate responses in advance and store them as TextExpander Snippets. You can then use your ChatGPT-generated content either by typing a short abbreviation or using Inline Search.

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