AI makes many online functions faster: generating blog posts and other written material and even customer service responses on an online text chat. Let’s analyze the pros and cons of each option to find out which one is best for running your business.
ChatGPT Pros and Cons
Here are the pros and cons of utilizing ChatGPT for online chat interactions.
Pros
- The AI software is available 24/7 when human representatives are not on shift.
- The program is more scalable in that it can handle multiple customer chats at one time much more than a human representative can balance simultaneously.
- Smaller businesses benefit from utilizing AI over human representatives as they start so that they can budget accordingly.
- Responses to customers happen at an instant speed so customers are especially satisfied when disgruntled with an issue with their merchandise or how an order went.
Cons
- ChatGPT does not have the emotional intelligence that a human representative would have. Therefore, the responses the AI program gives may come off as rough around the edges.
- The AI software is knowledgeable in varied language patterns. However, it can get confused if the customer’s issue is too complex, which could frustrate customers further if ChatGPT gives them a response that is not correct to their situation.
- There are issues with AI getting a hold of sensitive customer information such as payment card numbers, which can pose an issue down the line if there is a data breach from a hacker.
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Human Chat Pros and Cons
Here are the pros and cons of having human representatives in your business’s customer service chat rooms.
Pros
- Heightened emotional intelligence to relate to the customer better than AI.
- Human representatives have memory if they are helping the same customer as they did before. They can show empathy and appreciation as they work with this customer again unlike AI.
- Human chat reps are better at handling clients’ private information with much less chance of data breaches than if AI was handling the conversation.
- Easier and more efficient to build a customer service relationship with clients when human reps are on online chat.
- They can give more accurate responses to complex customer service issues unlike AI can do.
Cons
- Response times to clients will be slower than ChatGPT because humans cannot give responses at an instant speed. However, they can increase response time based on how fast they type.
- Some are not available 24/7 much like AI customer chat programs are. Certain human chat reps may only work from morning until early evening without someone on for the graveyard shift unless the business operates a 24/7 human chat schedule.
- It takes more money to hire and train human chat representatives whereas ChatGPT is already prepared to go in instantaneously to answer customer questions.
Finding the Right Balance of Emotional Intelligence When Using ChatGPT for Customer Service Responses
While ChatGPT can provide much faster response times to disgruntled customers on an online text chat than the human writer can, it does not have the same emotional intelligence as humans do. So how do you continue to respond to customers quickly while still having a heart?
If you plan to use AI to respond to your business’s customer service chats, then you should have your representatives edit the ChatGPT responses just a tad so that there’s some human element to it. You don’t want your company to sound standoffish or misunderstanding about various customer service issues. Hence, following this tactic is your best bet for maintaining a strong connection with clients while continuing to generate faster responses.
So Which Is Better? ChatGPT or Human Chat?
ChatGPT is better at response time while human chat has more emotional intelligence incorporated. There is not one option that is better than the other. Hence, analyze the pros and cons to make your final decision on whether you will use ChatGPT or human chat for your business’s online chat rooms and go from there.
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