Guest post: Can AI and ChatGPT revolutionise client service operations? Yes, here’s how

By Mike Quinn, business development director UK for Y Meadows

In 1969 Evelyn Berezini invented the first secretarial word processor – Redactron. Did Evelyn realise it was the start of a revolution?

In recent years, businesses have been making significant changes in their client service strategies. With the advent of technology, businesses can now use different tools to improve their customer experience to revolutionise customer service. One of the most promising tools in this field is ChatGPT. Released in November of 2022, ChatGPT is based on the underlying language model known as GPT-4.  It has the power to transform your client service operation.

GPT-4 is a large language model that has been trained by OpenAI to understand and respond to human language. It is designed to offer conversational support to customers and provide them with personalised assistance. With its advanced machine learning algorithms, GPT-4 can learn from past interactions and improve its responses over time. This means that the more it is used, the smarter it becomes, resulting in an even better client experience.

However, like any technology, the true power of GPT-4 can best be unlocked by combining it with the proper business infrastructure. So, how exactly will GPT-4 revolutionise client service? Here are some key ways:

1. Decrease Workload

GPT-4 can significantly reduce the workload of fee earners and support agents by resolving a portion of their client enquiries. For example, GPT-4 can be used to automatically search a knowledge base for information and then write a draft response to the customer. These enquiries are often FAQs or questions that can be found in a company’s knowledge base. By automating a portion of the support team’s workload, fee earners no longer have to answer mundane and simple enquiries.

Let’s look at a practical example with law firms who handle conveyancing.

An AI robot can read and understand repetitive inbound digital communications such as emails, forms, attachments, and letters. It can then write up the answer and send it directly to the conveyancer for approval and on to the vendor, buyer, mortgage broker or estate agent.

All of this is achieved in seconds.

As a result, fee earners can focus on more meaningful client interactions and requests that require human intervention. Clients and agents are kept informed, and the client experience is improved.

The conveyancing example is just one of many that can be deployed within a law firm.

Another example is using AI as conversation summary tool where the system can summarise messages and enter that into the case file to save time for the fee earner.

Even for complex cases, AI can be used for research and for drafting correspondence. Think of AI as an extra pair of hands that works alongside you to do the heavy lifting.

2. Speed and availability

One of the primary advantages of GPT-4 is its ability to provide customers with instant assistance. Clients often expect fast and accurate responses to their enquiries, and GPT-4 can deliver these responses almost instantly. This means that clients can receive answers to their questions and solutions to their problems without waiting for an available fee earner to assist them. Unlike traditional client service channels such as email and phone, which can take time to get a response, GPT-4 is available 24/7 and can respond to clients instantly. This means that customers can get the help they need at any time of day, without having to wait for a human to be available. GPT-4 can also handle multiple enquiries simultaneously, further reducing client wait times and improving client satisfaction.

3. Personalised assistance

Another significant benefit of GPT-4 is its ability to offer personalised assistance to clients. With its powerful natural language processing capabilities, GPT-4 can analyse customer enquiries, detect patterns and themes, and generate personalised responses that address each client’s unique needs.

One way that GPT-4 can provide personalised assistance is by using client-specific data to generate tailored responses. However, the proper infrastructure to encase GPT-4 must be in place. For example, if a client has previously interacted with the business and provided personal information, GPT-4 can use this information to provide more personalised assistance. This can include providing customised solutions to specific issues based on the client’s unique situation. As a result, clients receive a more personalised experience and feel like their concerns are being taken seriously.

3. Scalability

As businesses grow, so do their client service needs. GPT-4 is a scalable solution that can handle a high volume of client enquiries. This means that law firms can provide consistent support to their clients, regardless of the number of enquiries they receive.

4. Cost-effective

Traditional client service channels can be costly to run, particularly if the firm needs to hire additional staff to manage client enquiries. By using GPT-4 to handle routine and straightforward client enquiries, firms can reallocate fee earners to manage their more complex and sensitive client work. This means that firms can provide high-quality support without incurring significant costs.

While GPT-4 is a transformational technology with numerous ways to revolutionise client service automation, the true power of GPT-4 can be unlocked by combining it with a Robotic Ticketing Automation Platform. Like any tool, GPT-4 needs to be utilised within the context of proper surroundings. GPT-4 can be integrated into your firms’ systems to add specific firm knowledge, unique client data, and tailored context to resolve client enquiries and create a client service revolution for your support teams.

In conclusion, GPT-4 is set to revolutionise client service by providing clients with fast, personalised, and scalable assistance. However, to integrate GPT-4 into your client service environment, you need to be able to trigger it on every enquiry, gather data from internal and external systems, template prompts, and integrate with email and ticketing systems. ‍Contact me if you want more details on how to do that.

Mike Quinn is business development director at client service automation provider Y Meadows, which uses AI and robotic process automation to help customer service departments at the likes of DocuSign and Nestle to provide a better and faster service. You can learn about its integration with OpenAI here and learn more at www.ymeadows.com