Customer Experience with Generative AI: Advanced CX with AI

From this lecture you will learn:
• How to communicate during this course

• Where to ask questions

• How to ask questions

• Communication channels

• Introduction to ChatGPT

• What is ChatGPT

• Brief history of development of ChatGPT

• ChatGPT Capabilities

• Applications in Customer Service

• How ChatGPT can assist in customer interactions

• Examples of ChatGPT in real-world customer service scenarios

• AI in Sales

• How AI tools like ChatGPT can boost sales efforts

• Case studies of AI-driven sales success

• Enhancing customer success with ChatGPT

• Benefits of using AI for customer retention and satisfaction

• How ChatGPT can streamline customer inquiries and provide automated responses

• Introduction to advanced functionalities of ChatGPT beyond basic usage

• Understanding how ChatGPT can be tailored for specific customer service needs

• Strategies for maximizing efficiency in handling customer inquiries using ChatGPT

• Best practices for seamless integration of ChatGPT into diverse customer service workflows

• Discussion on overcoming challenges and potential pitfalls in implementing ChatGPT in customer service

• Analyzing case studies of innovative and successful ChatGPT implementations in various industries

• E-commerce Case Studies

• Implementation process of ChatGPT in E-commerce

• Results and Improvements Observed

• Healthcare Case Studies

• Implementation process of ChatGPT in healthcare

• Results and improvements observed

• Finance Case Studies

• Implementation process of ChatGPT in finance

• Results and improvements observed

• Extracting key insights and lessons learned from real-world examples of ChatGPT in customer service

• Enhancing Customer Interactions with ChatGPT

  • Benefits of using ChatGPT for customer service

  • Examples of improved customer experiences

• Handling Common Inquiries Effectively Using ChatGPT

  • Identifying frequent customer questions

  • Crafting effective responses

• Implementing Escalation Procedures for Complex Customer Issues

  • Recognizing when to escalate an issue

  • Steps for proper escalation

• Importance of Chatbot Etiquette and Maintaining a Human-Like Interaction

  • Best practices for polite and friendly responses

  • Techniques to make interactions feel natural

• Explanation of role-playing learning concept

• Roles & Responsibilities (customer, customer service representative, observer)

• Briefing on different scenarios

• Scenario 1: Handling a customer complaint

• How to generate the most common customer requests

• Prepare instructions for ChatGPT for handling customer requests

• Homework Review:

  • Scenario 2: Assisting a customer with a product issue

  • Scenario 3: Answering a customer query about a service

• Strategies for Maintaining a Positive User Experience with ChatGPT

  • Tailoring responses to match user inquiries effectively.

  • Implementing conversational design principles for a seamless interaction.

  • Ensuring consistency in tone and language across conversations.

• Utilizing ChatGPT Analytics for Improved Response Accuracy

  • Introduction to ChatGPT analytics tools for performance evaluation.

  • Analyzing response accuracy metrics to identify areas for improvement.

  • Leveraging analytics insights to refine ChatGPT's response generation algorithms.

• Enhancing Customer Satisfaction through ChatGPT

  • Understanding the correlation between response accuracy and customer satisfaction.

  • Strategies for proactively addressing user queries and concerns.

  • Personalizing interactions to enhance user engagement and satisfaction.

• Continuous Improvement and Adaptation based on Customer Feedback

  • Importance of requesting and analyzing customer feedback on ChatGPT interactions.

  • Implementing feedback-driven improvements to enhance ChatGPT's performance.

  • Agile adaptation of ChatGPT based on evolving user preferences and needs.

• Measurement and Evaluation

  • Defining KPIs for measuring the effectiveness of ChatGPT in customer experience.

  • Establishing benchmarks for response accuracy, user satisfaction, and engagement.

  • Incorporating feedback loops for continuous monitoring and improvement.

• What is Chatbase

• Chatbase Features

• Chatbase Pros and Cons

• What is better: Chatbase VS Custom-made Chatbot

• How Chatbase works on the backend

• Chatbase pricing plans

• How to create Team in Chatbase

• Create Chatbot

• Train Chtabot

• How to select training data sources

• Chatbot settings and configurations

• UI customization of the chatbot

• Chatbot for Revolut Bank demo

• How to analyze chatbot activity

• Filtering of chatbot interactions

• Team settings

• Introduction: What is Revolut

• Customer Service at Revolut

• Help Center overview of Revolut

• How to gather data for training ChatBot for Revolut Support

• Overview of ChatBot Infrastructure

• ChatBot Demo: How ChatBot may handle the most common customer requests