ChatGPT currently has over 180.5 million users, which is an 80% increase from the 100 million it had in January 2023. This growth indicates its popularity and continue to raise concerns among professionals about the future of jobs.

At SupportYourApp, we embrace flexibility, but prefer high standards in leveraging new trends. Therefore, we’ve run a research to get a clear vision of the future of customer support and the role of ChatGPT in it. 

We’ve compiled a list of 50 challenging customer questions our support teams face regularly, and we asked ChatGPT to help provide answers. After analyzing the responses, we’ve categorized them into groups, and here’s what we found.

---

“We have 5 Mac devices in our household, and each of them needs a basic set of programs to run smoothly — cleaning apps, antivirus software, password managers, etc. Is there any way for me to save some money and purchase such apps only once? If so, what would the disadvantages be?” 

“Please be informed that using the same Apple ID account on all your devices is the most convenient way to get an identical set of applications on your Macs and thus save money. By using a single Apple ID account, you can buy licenses for specific applications, and they will automatically be accessible on all machines associated with that account.

With that said, please note that when registering several devices with the same Apple ID, you should take into account all disadvantages that might appear as a result of this, including the fact that individual device data will be shared across all devices. Your photos, files, passwords, and other data will be accessible on any device if you enable iCloud Drive sync.

Making use of Apple’s Family Sharing service might also be a workable solution in this case, but please note that not all applications can be shared via Family Sharing”.

“Yes, there are ways to save money on purchasing software for multiple Macs in your household. One option is to purchase a multi-license or family pack for the software you need. Many software developers offer these types of licenses that allow you to install the software on multiple computers for a discounted price compared to buying individual licenses.

Another option is to use free or open-source software that can provide similar functionality to paid software. For example, instead of purchasing a commercial antivirus program, you could use a free antivirus program like Avast or AVG. Similarly, there are free password manager apps like LastPass and KeePass that can be used instead of paid options.

However, there are also some disadvantages to using multi-license or free software. For multi-license software, the cost upfront may still be higher than using free software, and you may not need all the features of the paid software. Additionally, free software may not always provide the same level of support or updates as paid software, which could impact the security and functionality of the software over time.

Another potential disadvantage is that using multiple software applications from different developers may result in compatibility issues or conflicts that could impact the stability and performance of your Macs.

Ultimately, the decision to use multi-license or free software should be based on your specific needs and budget, as well as the level of support and security you require. It may be helpful to research and compare different options before making a decision”.

Both our support consultant and ChatGPT explained how to save money by purchasing a license for software programs by installing a multi-seat license, which allows using the software on multiple devices and described possible disadvantages. But ChatGPT, despite providing us with a long answer, failed to mention a very important disadvantage: individual device data and iCloud items will be shared, which is not convenient.

Let’s give another chance to ChatGPT and test it on another request that demands a complex approach.

“I’m running the latest macOS (13.2) on a new Apple Silicon MacBook Pro. Back in 2013, I bought an ‘Autographer’ camera, but the company making them shut down in 2016. I badly need to transfer all data from that camera to my new Mac which is the only laptop in our family, but the 2013 software cannot run on my 2022 M1 MacBook Pro — their native installer is a 32-bit app. Is there any chance for me to retrieve the files from my camera without purchasing or using someone else’s older computer?”

“Upon investigation, we’ve found out that the installer you are referring to can only work on macOS Mojave, since the app is a 32-bit app, and Mojave is the last version of macOS to run such apps. Moreover, please be advised that Mojave (and older Operating Systems) cannot be installed on devices with the Apple Silicon M1/M2-chip because all older macOS versions are Intel-based Operating Systems (except for Big Sur). Also, please note that even with virtualization (using a Virtual Machine), there’s no way to run Catalina, Mojave, High Sierra, etc. on a Mac with the Apple Silicon/M1-M2 processor.

That being said, there are two options you could make use of in order to connect your camera and have access to the photos in it through your device. Either plug it into an older intel-based Mac that has macOS Mojave or older (which doesn’t seem to be an option for you), or install Windows 11 on a Virtual Machine on your M1 Mac.

To install Windows 11 on a Virtual Machine, follow the instructions below:

• Download Parallels Desktop (you can use free trial for now).
• Open Parallels Desktop and select “Get Windows 11 from Microsoft” from within the Installation assistant, click Continue, and hit the “Install Windows” button.
• After completing the installation and accessing Windows 11 through Parallels Desktop, connect your camera.

Please note that when you plug in your Camera, you’ll be asked where to connect it. Make sure to select “Windows 11” as shown in the screenshot below:

Graphical user interface, application Description automatically generated

• Now, you will be able to access the files from the Camera folder in This PC without needing to install any software.

Graphical user interface, application Description automatically generated

• If you need to use a software application to access and manage the photos in the Camera folder, you can install Adobe Photoshop Elements.

Kindly note that Adobe Photoshop Elements is a software application that can give you access to preview/manage photos in any external drive, or a Camera connected via USB”.

“It may still be possible for you to transfer the data from your Autographer camera to your M1 MacBook Pro, even if the original software is no longer compatible. Here are a few options you can try:

• Use a third-party data recovery tool: there are many third-party data recovery tools available online that may be able to help you retrieve the files from your Autographer camera. These tools are designed to recover data from various devices, and some may be able to recognize the camera and extract the files without needing the original software. Examples of data recovery tools include Disk Drill, EaseUS Data Recovery Wizard, and Stellar Data Recovery.
• Use a virtual machine: you could try running a virtual machine on your M1 MacBook Pro and installing the 32-bit Autographer software within the virtual machine. A virtual machine is a program that emulates a computer system, allowing you to run software that might not be compatible with your host operating system. Examples of virtual machine software include VirtualBox and Parallels Desktop.
• Use a different computer: if you have access to another computer that is compatible with the Autographer software, you could transfer the data from your camera to that computer and then transfer it to your M1 MacBook Pro using a USB drive, external hard drive, or cloud storage.

It’s important to note that some of these options may require a bit of technical know-how, and there is no guarantee they will work for your specific situation. However, they are worth exploring before resorting to purchasing or using someone else’s older computer”.

By comparing these 2 answers, it’s obvious that both ChatGPT and the support consultant managed to answer the question. But there is a great difference in message delivery. A human answer sounds more logical, consistent, determined to help, contains screenshots, and useful links that can satisfy customers with any level of tech savviness. 

Although ChatGPT may be able to process data at lightning speed, it struggles when it comes to understanding complex issues or making decisions in ambiguous situations. 60% of customers value the possibility to solve complex issues. Dealing with a complex issue that requires detailed analysis and problem-solving, a human may be better equipped to provide personalized advice and guidance.

---

Sometimes, the scope of questions for a support team varies from technical to psychological, and even religious, which can present a challenge.

“Please find sects and religious organizations in Ivano-Frankivsk region”.

Managed to find 7 organizations.

Managed to find 50 organizations.

ChatGPT is useless for any up-to-date news. AI systems can only provide information based on the data they have been trained on, which may not always be up-to-date or accurate. ChatGPT has learned from information only up to around July 2021.

---

“Could you find a side sight for MG 42/59 weapons in Poland for our friends from the Armed Forces”?

“I’m sorry, but as an AI language model, I am not able to perform tasks such as searching for specific products or services, especially those related to firearms. Additionally, it is important to ensure that any purchases or modifications made to firearms comply with local laws and regulations. I recommend contacting a licensed firearm dealer or gunsmith in Poland for assistance with finding a suitable side sight for the MG 42/59”.

“We conducted serious research and found out that the MG 42/59 machine gun was developed in 1942, and in general, its design does not provide for the presence of a sight. It is possible to install a sight, but only if there are certain modifications (special fasteners are installed). Due to the wide range of possible variations in each individual case, specialists cannot offer a universal sight that will fit this model. However, a Warsaw-based Sklep-Top-Gun shop can independently design and install an individual mount and mount any sight on it”.

ChatGPT can analyze and process vast amounts of data, but it lacks human touch, and the ability to interpret complex emotions. In most situations, and especially when building relationships or dealing with sensitive issues, a human touch is required. 80% of customers are more likely to return to a brand that provides a personalized experience.

---

“Hello, are you tired? I have opened a futures job. How long will it stay open?”

The user asks how long his derivative trade deal will be open. The challenge is that he used the word “job” instead of ”trade”, besides “futures” has several meanings as a word itself.

“Hello! As an AI language model, I do not experience tiredness, so feel free to ask me any questions you may have.

Regarding your “futures” job, I’m afraid I don’t have enough information to provide a specific answer. The length of time a futures job stays open can vary based on factors such as market conditions, the terms of the contract, and the specific rules of the exchange where the futures contract is traded. It is best to consult with a financial advisor or an expert in futures trading to get more specific information on the duration of your futures job”.

“Thank you for your concern, I am more than happy to assist you. Please clarify, are you referring to USDT Perpetual position? Please note that the USDT Perpetual positions will stay open until you decide to close them, in perpetuity. However, you should be aware there is a funding fee that can be paid to you or by you, depending on the funding rate, and it may influence your position margin”.

It’s important to note that the supporter’s answer sounds more personalized and humane. It also shows a clear understanding of the situation, which helps establish human interaction and shows interest in answering the question.

We decided to give another chance to ChatGPT, and asked another question that required intuition and creativity.

“Hi! How can I transfer some money from my account to Gmail account?”

The user asks how to open an additional short contract (i.e. an asset sale contract). The challenge is that “short” has many meanings depending on the context.

“To transfer money from your bank account to a Gmail account, you can use Google Pay, which is a digital payment platform developed by Google. Here are the steps to transfer money from your bank account to a Gmail account using Google Pay…”.

“Could you kindly clarify what you mean by Gmail account? Please note that you can only transfer assets to another crypto wallet or to your bank account using Fiat withdrawal or P2P trading”.

Again, the live agent’s answer sounds enthusiastic, eager to help, and what’s more, helps answer the request.

AI lacks the creative spirit that humans have, as it is unable to think outside the box and come up with innovative solutions on its own.

Research shows that creativity is associated with superior performance. 70% of creative companies had above-average total return to shareholders (TRS). ChatGPT is based on algorithms and data analysis, and may not be able to provide creative or intuitive responses in the same way that a human can.

---

Here, we summed up all our observations of how communication with ChatGPT differs from contact with a live support agent.

Our findings coincide with the quote by Lisa Scottoline in her “Think Twice” book: “The problem with artificial intelligence is that it has no soul. It can crunch numbers, but it can’t feel compassion or empathy.” 

96% of customers find care and empathy important in communication with support consultants. ChatGPT fails to form an emotional bond with customers. Supporters can display empathy by using phrases like “I hear what you say”, “I want to help you”. “I’m more than happy to assist you”. Combined with quick resolution, support teams can build emotional connections with customers, even during short interactions.

Conclusion

While AI has made significant advancements in recent years, it still has limitations and is not a substitute for human intelligence and decision-making. However, it is a valuable tool that can complement and enhance the work of live agents. By automating routine tasks and providing quick, and accurate responses to basic inquiries, ChatGPT can free up live support agents to focus on more complex, and nuanced customer interactions, where their unique skills and abilities can shine.

This synergy between technology and human interaction can offer customers the best of both worlds — the efficiency and precision of AI, along with the personal touch and emotional intelligence of live agents. At SupportYourApp, we believe that this harmonious approach can pave the way for the future of customer support, skyrocketing CX, and winning the hearts of customers around the globe.

❤︎ Like it? — Share: Share on LinkedIn or Share on Facebook