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5 Ways to Use ChatGPT for Customer Support

Discover how ChatGPT can improve your customer support with these 5 effective use cases. Learn how to save time and get more done by using ChatGPT to summarise your calls, automate QA, perform sentiment analysis and more.

Estimated reading time: 6 minutes 32 seconds


You already know that providing great customer service is crucial for your business. But of course, doing it well is difficult and time-consuming.

By using the latest advances in artificial intelligence, like generative AI and natural language processing, you can improve customer experience. We're not yet at a stage where AI can easily engage in conversation with humans over the phone but it's definitely possible to make things easier for your team.

Enter ChatGPT, the large language model developed by OpenAI. I'm sure you've read about it or even used it yourself, but are you getting the most out of it? And did you know that you can use it to improve your customer support operations?

In this blog post, we'll show you how to use ChatGPT to enhance your customer support in five different ways: automatic QA, call summaries, sentiment analysis, call tagging, and appointment setting. By using these methods you can save time, get valuable insights into your customers' needs, and provide an overall better customer experience.

  1. Automatic QA

As a customer support manager, one of your primary responsibilities is ensuring that all of your customer service agents are meeting the QA criteria set out by your company. However, manually checking every customer support call is super time-consuming and can be frustrating, especially when dealing with large teams.

Fortunately, with ChatGPT, you can speed up this process.

First, you'll need to input your QA criteria into ChatGPT, to ensure that it understands what to look for. You'll need to be quite detailed to ensure that the system knows what you're looking for and how it should rate the transcripts.

The next step is to feed in your transcript and ask ChatGPT to check it for all of the criteria that you outlined. It will then check the transcript and compare it to the criteria, giving the transcript a score for each QA factor.

Using ChatGPT for automatic QA saves you a significant amount of time and resources, as it eliminates the need to listen to calls individually and check them manually. Instead, you can trust ChatGPT to flag any common customer service issues and provide feedback to your agents, leading to improved customer experience and increased efficiency for your customer support team.

2. Call Summaries

When managing a customer service team, it's crucial to keep track of what is being said during support calls. But this can be a really time-consuming task. Luckily, ChatGPT can help streamline the process.

By uploading your call transcript into the system, using its fine-tuned language model, the software can scan a call transcript and provide you with an accurate, detailed summary of what happened in the conversation.

This feature is a real time-saver, especially when compared to listening to entire calls and taking notes. With ChatGPT, you can quickly review and analyse the most critical parts of each call, helping you to identify areas where your support team can improve. You can also use the summaries to identify frequently asked questions and provide better self-service resources for your customers, taking the pressure off your phone support team.

By using ChatGPT's technology, you can engage with your customers more efficiently. You can quickly scan the summaries of calls to ensure that your support team is responding to customers in a timely and effective manner. It helps support teams stay on top of customer needs and saves time while doing so.

3. Sentiment Analysis

Sentiment analysis is a powerful tool for understanding the overall tone of a customer support call. By analysing the language used by customers and support agents, you can gain valuable insights into their emotions and attitudes toward your service and/or product.

ChatGPT's language model and machine learning algorithms can be used to scan call transcripts and identify positive and negative words used by both the customer and the agent. This enables you to quickly gauge the overall sentiment of the call and identify areas for improvement.

For example, if you notice that customers frequently use negative words when discussing a particular product or service, this may indicate that there are issues that need to be addressed. Similarly, if you notice that support agents are using negative language at times, it may be a sign that they need additional training or support, to convey the right message.

By leveraging ChatGPT's sentiment analysis capabilities, you can gain a better understanding of your customers and their needs, which can help you provide better support and improve overall satisfaction. This can ultimately lead to increased customer loyalty and retention.

4. Call Tagging

One of the challenges in customer support is being able to quickly identify and categorise calls based on specific keywords or topics.

This is where ChatGPT's call tagging capabilities come in handy. ChatGPT can quickly scan through customer support call transcripts and identify pre-determined keywords or phrases.

For example, if you are a healthcare provider, you may want to identify calls that are related to billing, insurance, or appointment scheduling. By using the call tagging feature, you can quickly and easily identify calls that fall into these categories, which can help you prioritise and streamline your customer support process.

The call tagging feature is also useful for identifying trends and areas where your support team may need additional training. By analysing the tags and keywords associated with each call, you can identify areas where customers are experiencing common issues or complaints. This can help you proactively address these issues and improve overall customer experience.

5. Appointment Setting

ChatGPT can be an incredibly useful tool for managing customer appointments. One way it can be used is to allow customers to book a time for a callback. ChatGPT can take a call transcript and identify the specific time and date that the customer has chosen for their desired call back. This information can then be used to create a notification that will remind the customer and/or support team of the scheduled call.

This feature is incredibly useful for customers who have busy schedules and need to schedule a call at a time that is convenient for them. By using ChatGPT to automate the appointment-setting process, it reduces the need for customers to spend time waiting on hold and allows them to schedule appointments on their own terms.

By using ChatGPT to manage the appointment-setting process, it also reduces the likelihood of scheduling errors and double bookings. With its fine-tuned language model and advanced algorithms, ChatGPT is able to accurately identify and interpret customer requests, ensuring that all appointments are scheduled correctly and that there are no conflicts.

Conclusion: ChatGPT for Customer Service

As we've seen throughout this article, ChatGPT is an incredibly powerful tool that can greatly improve the efficiency and effectiveness of customer service teams. Whether it's through call summaries, sentiment analysis, call tagging, or appointment setting, ChatGPT has a range of features that can save time and provide valuable insights to support teams.

To recap:

  • ChatGPT, can help to automatically check if calls adhere to QA criteria. This saves time and resources for managers and helps to identify areas for training; improving customer experience and the efficiency of the customer support teams.

  • ChatGPT can quickly provide automatic summaries of customer support calls, allowing managers to understand the what calls were about, without having to listen to them.

  • Sentiment analysis can identify positive and negative words in call transcripts, helping teams to understand how customers are feeling and improve their overall experience.

  • Call tagging can help identify pre-determined keywords in call transcripts, allowing you to categorise calls and identify trends in customer queries before they become a more serious issue.

  • Using appointment setting, customers can easily book a call-back time, reducing time spent on hold and improving overall customer experience.

If you're looking for a solution that combines all of these capabilities into one easy-to-use interface, then Cordless might be a good fit. Book a free demo, and we'd be happy to show you how it all works.

Luba Chudnovets
Co-Founder and CEO