Voice of CustomerFebruary 21, 2023
Harness the Power of AI and ChatGPT to Automate the Voice of Customer Analysis
Here is a graph of Google search trends for ChatGPT. It can be seen from this graph that since people started discussing ChatGPT in November 2022, there are now more than 23,000,000 searches per week. It seems that a new era of intelligence is coming soon. The age of artificial intelligence is here, and with it comes a revolutionary new technology: ChatGPT. ChatGPT is a powerful and versatile conversational AI platform that enables businesses to create and deploy sophisticated chatbot applications. This technology has been used to automate customer service, create personalized customer experiences, and even generate automated news reports. In this blog post, we’ll look at what ChatGPT is, the benefits it offers, how it works, and the various use cases it can be applied to.
Introduction to ChatGPT
“ ChatGPT (Chat Generative Pre-trained Transformer) is a chatbot developed by OpenAI and launched in November 2022. It is built on top of OpenAI's GPT-3 family of large language models and has been fine-tuned (an approach to transfer learning) using both supervised and reinforcement learning techniques.
ChatGPT was launched as a prototype on November 30, 2022, and quickly garnered attention for its detailed responses and articulate answers across many domains of knowledge. Its uneven factual accuracy, however, was identified as a significant drawback.Following the release of ChatGPT, OpenAI's valuation was estimated at US$29 billion in 2023.” [From Wiki]
From Wikipedia's definition, we usually define ChatGPT as an intelligent chat robot, and it is intelligent and precise enough to allow it to explode in 2023. However, there are several questions worthy of our consideration. Can ChatGPT only be used as a chat tool? Is the tool we are experiencing now ChatGPT or GPT-3? Can the accuracy of ChatGPT completely replace human labor?
What is a Chatbot?
A chatbot is a computer program that can simulate conversation with humans. Chatbots can be used to automate customer service, provide product recommendations, or even provide automated news reports. Chatbots use natural language processing (NLP) to understand a user’s input and generate an appropriate response. ChatGPT takes this a step further by leveraging the power of the GPT-3 algorithm to generate human-like responses to queries.
With the development of technology, chatbots have actually been evolving. The original chatbots we might call keyword bots. Based on your keywords, he finds the best answer in the knowledge base or template library to reply. Later, when we found that the chat scene and language expressions were more complicated, we had no way to find a one-to-one accurate answer. Hence the emergence of conditional chatbots, which allow you to choose a question, further narrow it down, and give an answer. Later, we added more data support for the chat scene, and the robot will narrow the scope according to the order status, membership level, logistics status, product warranty, etc., so that you can get more satisfactory answers.
Benefits of ChatGPT
ChatGPT offers a variety of benefits for businesses looking to automate their customer service and create personalized customer experiences. First, it is incredibly easy to use. With a simple dashboard and intuitive user interface, anyone can create a custom chatbot application in minutes. Second, ChatGPT is incredibly powerful. By leveraging the power of the GPT-3 algorithm, it can generate human-like responses to customer queries. Finally, ChatGPT is incredibly versatile. It can be used to automate customer service, provide product recommendations, and even generate automated news reports.
The following are a few benefits of GhatGPT that can be seen from the perspective of e-commerce:
- Save customer service costs. As a chatbot ChatGPT, the first advantage must be on customer service. We know that e-commerce customer service itself is a human cost center, and sufficiently intelligent tools can directly help the customer service team reduce manpower.
- Accurately recommend products. For categories with complex product series or products with compatibility features, such as 3C electronics, smart home, security, and furniture. It is particularly important to help consumers find suitable products. ChatGPT can help consumers directly find suitable products, thereby increasing the conversion rate of product sales.
- Analyze forecast data. I have data, but I don't know how to use it. Or there is data, but the meaning of the data is not known. This is a problem with many companies. For e-commerce, 90% of the data is on the Internet, and ChatGPT can summarize problems from the data. Give analysis suggestions. For example, use ChatGPT to predict sales and orders. However, data is always a reference, not a conclusion.
- Look for potential opportunities. There is no way for people to traverse all the scenes, and there is no way to read all the information. But ChatGPT can, at least he can help our product manager find all styling DOTD of a certain dress.
How ChatGPT Works
ChatGPT works by leveraging the power of the GPT-3 algorithm to generate human-like responses to customer queries. First, it takes the user’s input and uses natural language processing (NLP) to understand the query. Then, it uses the GPT-3 algorithm to generate an appropriate response. Finally, it returns the response to the user. This process is automated and happens in real-time, making it incredibly fast and efficient.
If you use ChatGPT to ask him how he works, he will give an incomprehensible text. Transformer neural network, multi-head self-attention mechanism, feed-forward neural network, these are difficult for non-AI professionals to understand. And all we need to know is that ChatGPT, like all AI, needs training. It's just that ChatGPT's training method is more scientific. After a set of preset training databases, it will train the answers more and more accurately through communication with people.
Applications of ChatGPT
ChatGPT can be used for a variety of applications, from automating customer service to providing personalized product recommendations. Here are some of the most popular use cases for ChatGPT:
- Automated customer service: ChatGPT can be used to automate customer service and provide answers to customer queries in real-time.
- Personalized product recommendations: With ChatGPT, businesses can create personalized product recommendations based on the user’s preferences.
- Automated news reports: ChatGPT can be used to generate automated news reports based on the user’s input.
- Custom chatbot applications: With ChatGPT, businesses can create custom chatbot applications for a variety of use cases.
The following are some classic cases and questions for e-commerce companies
Market research and competitor analysis
Ask ChatGPT directly about market development data and competitor information, such as:
- What is the current market size? What is the annual growth rate?
- Who are the main competitors in this category? What is their market share?
- What is the core technology of this category? What is the future development trend?
- What is the user portrait of this category? What are their characteristics?
- Is this category more suitable for sales in Europe, America, or other regions?
- What is the basic situation of the top 5 competitors in this category?
- What core products does the main competitor have? What's the selling point? How many sales are there?
Product research and VOC analysis
Also ask ChatGPT directly about the product. However, it needs to be combined with customer feedback (for example, amazon review analysis) to conduct a comprehensive analysis. for example:
- What is point consumers word-of-mouth for product selling point on Amazon review analysis?
- Which features of the product are consumers complaining about, and which features of the product are they praising on Amazon review analysis?
- Why do consumers buy this product on Amazon review analysis?
- What else do consumers expect from the product on Amazon review analysis?
- What is the consumer's perception of the competitor's product on Amazon review analysis?
- What features are we doing better than our competitors and consumers are happy with on Amazon review analysis?
Creative Content & Campaign Resources
For marketing, our two most common cases are copywriting and resources. For example, we can let ChatGPT help us write the title of an event, advertising copy or brief. And it is required that ChatGPT must contain certain keywords. For example, can you help our razor think of a Christmas campaign copy? Safety and comfort must be emphasized, and it is the best choice for holiday gifts.
Or, ChatGPT can replace the search tool to help us find the best traffic resources. For example, can you help me list the top 10 family influencers on Instagram?
Customer after-sales and self-service knowledge base
The most common way to use it is to embed ChatGPT into our live chat service, replacing the current intelligent robot, and even replacing human labor in the future. At the same time, let ChatGPT help us accumulate a knowledge base, allowing consumers to achieve self-service.
Use ChatGPT with VOC on Amazon & all platform
First, we understand that the purpose of VOC is to help us plan products, optimize products, and enhance brands through the collection of consumer feedback, for example amazon review. So what can the combination of ChatGPT and VOC do?
- Voice will have no boundaries. More data sources for VOC are feedback and Q&A from e-commerce platforms, for example Amazon review analysis. And ChatGPT can help us expand data sources. Blogs, forums, news reviews, social media, and more own media or information can be searched by ChatGPT. This undoubtedly helped us expand the source of Voice, allowing them to obtain voices from all channels.
- The model is more scientific and the result is more accurate. As we all know, ChatGPT became popular for two reasons. First, this is an AI application that anyone can use. Second, the accuracy of the results is astounding. For amazon review analysis, the most important thing is to establish a scientific user experience tag tree and accurately place tags on Voice. ChatGPT can help us train models more accurately, and even help us identify missing labels and mine potential labels.
- Data analyst + virtual manager. For amazon review analysis We often say that we can't just have data, but conclusions. The combination of ChatGPT and VOC is to make data analysis accurate and automatically produce conclusions. It is worth noting that these conclusions are only suggestions. No matter how accurate ChatGPT is, there is no way to directly make decisions for operations. He can only synthesize the data performance, list all the possibilities, and sort them.
- Automatic and periodic VOC reporting. When your product enters the regular sales stage, you need to monitor the amazon review of the product in the minds of consumers from time to time. At the same time, when you get into business problems, such as increased returns, lower conversion rates, and lower star ratings, you can also find the reasons in VOC. The collaboration between ChatGPT and VOC can help you periodically generate VOC reports instead of manual monitoring.
Popular Use Cases for ChatGPT
ChatGPT is used for a variety of use cases, including customer service, product recommendations, and automated news reports. Here are some of the most popular uses for ChatGPT:
- Netflix customer service number get human: With ChatGPT, businesses can automate customer service and provide customers with an immediate response to their queries.
- AI news: ChatGPT can be used to generate automated news reports based on the user’s input.
- Googles: ChatGPT can be used to create personalized product recommendations based on the user’s preferences.
- Chat with AI: ChatGPT can be used to create custom chatbot applications for a variety of use cases.
Challenges of ChatGPT
Although ChatGPT offers a number of advantages over other chatbot technologies, there are some challenges associated with it as well. One of the biggest challenges is the cost. With a starting price of $100 per month, ChatGPT is not the cheapest solution. Additionally, while the GPT-3 algorithm is incredibly powerful, it is not perfect. There may be some instances where the generated responses are not quite accurate or as human-like as desired.
ChatGPT is a powerful and versatile conversational AI platform that can be used to automate customer service, create personalized customer experiences, and generate automated news reports. With a simple dashboard and intuitive user interface, anyone can create a custom chatbot application in minutes. Leveraging the power of the GPT-3 algorithm, it can generate human-like responses to customer queries. And, with a starting price of $100 a month, ChatGPT is a cost-effective solution for businesses looking to automate their customer service and create personalized customer experiences.
At ShulexVOC, we use chatgpt to help Extract actionable insights in real-time to improve your product without any manual analysis. Customer feedback is the lifeblood of a product manager’s work. Leverage our AI to help you make better decisions, faster. Dig deeper into our analysis by asking the AI follow up questions, and marvel as it answers with data-driven responses in seconds. Try it out today and experience the power of chatGPT for yourself!
Demo of ChatGPT by Shulex VOC
Shulex VOC combined with chatGPT, a strong Amazon review analysis and Listing optimization advice to help marketers optimize their listings, improve product exposure, help optimize and upgrade products, and increase product sales and star ratings. Use the following：
Step 1: Install the Shulex VOC plugin.
Step 2: Go to the Amazon listing page and launch the Shulex plugin
Step 3: Get ChatGPT's optimization suggestions for the five points and product descriptions with one click through the Shulex plugin
Step 4: Get ChatGPT's intelligent analysis of the product with one click, such as: product strengths and weaknesses, customer portrait analysis, consumer expectations, etc.