The success of any business depends heavily on its interactions with customers. Therefore, It is essential to provide fast, efficient, and personalized service that meets the needs and expectations of consumers. But how can we achieve this in an increasingly competitive and demanding environment?
One of the most innovative and promising solutions is ChatGPT., a generative Artificial Intelligence (AI) that It uses deep learning algorithms to generate responses similar to human responses from natural language queries.ChatGPT is a language model developed by OpenAI, a US AI research company that aims to create AI systems that can benefit humanity.
SEE ALSO: "Monitor words sent by your customers and agents with OMINI"
SEE ALSO: “Agent Monitoring in OMNI”
Here are some of the many features of ChatGPT:
Apprenticeship: ChatGPT continuously learns from user interactions, adapting to their preferences, needs, and contexts. ChatGPT uses machine learning algorithms and neural networks to improve its performance and quality..
Reasoning: ChatGPT logically processes the information it receives, applying rules, principles, and general knowledge. ChatGPT uses inference and deduction algorithms to generate coherent and consistent responses.
Perception: ChatGPT perceives the sensory stimuli it receives, such as sounds, images, and text. It It uses signal processing algorithms and computer vision to recognize, analyze, and interpret these stimuli.
Understanding and generating natural language: ChatGPT understands and generates natural language, that is, the language spoken or written by humans. It uses natural language processing (NLP) algorithms to understand the meaning, intent, and sentiment of users, as well as to produce fluent, relevant, and creative text.
Voice and image recognition: ChatGPT recognizes users' voices and images, converting them into text or graphics. It uses speech and image recognition algorithms to transcribe or describe what users say or show.
Decision-making: ChatGPT makes decisions based on data, criteria, and objectives. It uses optimization and planning algorithms to choose the best option or action for each situation.
Solving complex problems: ChatGPT solves complex problems involving multiple variables, constraints, and uncertainties. ChatGPT uses search, simulation, and modeling algorithms to find efficient and effective solutions to problems.
The user types what they want in the text box, and the tool responds using Artificial Intelligence.
Natural language processing is a branch of AI that helps computers understand, interpret, and manipulate human language.
ChatGPT is a conversational tool that combines various artificial intelligence functionalities to provide an interactive, dynamic, and innovative experience for users.
Integration of the OMINI Matrix and ChatGPT
Can ChatGPT be integrated with Matrix OMINI? Yes! The mechanism used is via API, a very common integration application in everyday use. An API is a form of communication between different programs or devices that allows the exchange of information, data, or functionalities. For example, when you use a weather forecast app on your cell phone, it communicates with an API of a meteorological database to obtain updated weather information for your region. APIs make the work of developers easier because they can use the functions and resources of other applications without having to create them from scratch.
To integrate OMINI with ChatGPT, we will use an API that allows the exchange of messages between the two systems. OMINI will send the user's question to ChatGPT, which will process the request and return the appropriate answer using its natural text generation intelligence.The API is the means of communication that facilitates this interaction between OMINI and ChatGPT.
Important information: the ChatGPT version 3.5 is available for you to access and test for free, including for use in your browser. You don't need to download anything, just go to the website and start chatting with ChatGPT. You'll be amazed by its ability to understand and answer your questions, as well as create creative and innovative content, such as poems, stories, code, essays, music, analyses, and much more. And if you want access to exclusive features, such as customizing your chatbot, saving your conversations, and receiving writing tips, you can subscribe to the plus version. With faster responses and a range of additional benefits, this option offers an enhanced experience.
How does the API work in ChatGPT?
Using the ChatGPT API has a cost that is charged directly by ChatGPT itself. You need to have a ChatGPT account and a credit card to pay for the queries you make. Each query is charged per token, which is a unit of measurement that corresponds approximately to one word, or for every 1000 tokens, you have 750 words. For example, if you consume 750 words, you are paying 1k tokens. And the value of each 1k token is defined by OpenAI, as shown in the table below.
OMINI handles all the configuration so you can use the ChatGPT API, but The cost is not from Matrix, but from ChatGPT.Therefore, it's important that you use the API carefully and try to reduce the number of tokens you consume. Remember that the API only works if you are connected to the internet.
Flow
With ChatGPT, you can automatically answer your customers' questions using natural text generation technology. You just need to configure a component in your flow that will send the customer's question to ChatGPT and receive its answer. But be aware! ChatGPT uses data available on the internet to generate responses, so it may not be very accurate or specific to some questions. For example, if you are an internet provider and a customer asks which is the best internet in Belo Horizonte, ChatGPT may respond based on the providers that serve all of Brazil, and not prioritize your service. Therefore, It's important that you avoid making it available for situations that raise very broad questions or questions unrelated to your specific business, as ChatGPT may provide a very generic and broad answer that doesn't inform or resolve your customer's problem..
Service Evaluation
With the 0-10 rating tool, you can quickly and cost-effectively analyze your customer service interactions using only one token per interaction. The tool will evaluate the entire text of the conversation between the customer and the agent, and will provide a score from 0 to 10, or a summary of positive or negative sentiment, to indicate the quality of your service. You can use this tool to evaluate individual or mass service interactions, saving time and resources that you would spend on manual evaluation. The rating tool, with a scale of 0 to 10, is a great way to measure your customers' satisfaction and improve your service.
Agent Support
Copilot is an AI tool that helps your customer service agent create personalized responses for your customers. It works like this: you create a prompt, which is a question template that Copilot will understand and answer. The prompt should be adapted to each type of interaction, whether it's sales, support, or a complaint. Therefore, when a customer asks a question or makes a request, the agent can click the co-pilot and receive a suggested response automatically generated by ChatGPT. – everything quickly and instantly.
These features are just the beginning! ChatGPT has been surprisingly versatile and promises to continue helping businesses and customers!
The evolution of customer service at OMINI The use of ChatGPT represents a remarkable advancement in the interaction between companies and customers. This automation is an innovative and promising AI-based solution that offers various functionalities, such as natural language processing, sensory perception, and complex problem-solving.Integration with Matrix OMINI allows for the effective exchange of information, providing agile, personalized, and efficient service. However, It is necessary to be aware of the limitations and costs of the technology, avoiding overly broad or specific questions, and using the assessment and agent support tools correctly.
Once again, we invite you to take a test: either on the free ChatGPT platform itself (as a way to get used to this technology) and/or also on its applications along with... Matrix OMINI You'll be surprised!
READ ALSO: “WhatsApp Business API: 5 Benefits for Growing Businesses”
READ ALSO: “4 Advantages of WhatsApp Business API Automation”
