ChatGPT is the talk of the town. This newest OpenAI technology has made a lot of noise across numerous industries. It has also shown us the capabilities of AI that we have never seen before. It has already ‘hired’ a TaskRabbit freelancer to solve a captcha and even passed an exam for law and business school as well as AP biology (essentially, a doctor’s exam).
Being Support as a Service professionals, our team dove deep into ChatGPT and the ways it may change the Customer Service and Support industry. And we’re here to make quite a controversial statement — ChatGPT is going to make customer support even more human than it already is.
In this article, we'll cover:
What Is ChatGPT?
ChatGPT is an AI-powered Large Language Model that can generate texts and answers. It can also joke and provide necessary information upon users’ requests.
ChatGPT Will…
… Free Up More Time for Customer Communication
Depending on the difficulty of the product and the number of customers, customer communication may take up 101% percent of customer support consultants’ time. It may include prioritizing and sorting through tickets, understanding complicated requests, and even transcribing phone calls.
With the help of ChatGPT, these tasks can be almost automated. In case a support consultant receives a long and complicated email about a customer’s issue, they can send a ‘Rephrase this with a simpler language’ or ‘Spot the main request here’ message into ChatGPT and get to the bottom of a customer’s ticket within seconds of receiving it.
The absence of the need for long and deep analysis and the possibility to focus more on customer communication is sure to raise CSAT. With 93% of customer service pros agreeing that customers’ expectations are now higher than ever, they are sure to welcome ChatGPT with open arms.
… Help Compile Self-Service Knowledge Base
81% of customers say they want to be given more self-service options when interacting with businesses. And ChatGPT can help support teams and businesses compile such bases.
To properly establish the process, support teams need to:
- Compile a base of questions and answers for a certain amount of time
- Upload the texts into ChatGPT with a ‘Which are the most common and popular here?’
- Compile the answer into a base
- Update the base on a regular basis and in accordance with customers’ requirements changes
… Make Communication More Adaptable
Customers are different. They have different requests, tech-savviness and understanding levels. As a result, communication with them needs to be adapted for almost every ticket and case. Which can be hard to do, especially for small support teams that have one or two support consultants to cover the entire scope of communication.
With simple requests like “Rewrite this text in a more friendly tone”, “Simplify the text”, and “Make the answer more official” written into ChatGPT, support teams will be able to not only adapt their communication without having to put a lot of effort into it, but will also free a lot of time for resolving more customer tickets.
… Help Automate Routine Tasks
ChatGPT can help support teams automate some of the support processes. For example, creating customer email responses and coming up with answers to the simplest and most common questions. By taking these tasks off of customer support teams’ shoulders, businesses can:
- Reduce the workload tackled by customer support teams’ on a daily basis
- Decrease the possibility of mistakes during resolutions
- Free up time that can be dedicated to complicated cases and tickets
Automation is one of the best ways for support teams to free up their time and improve their processes.
… Only Enhance Customer Support
ChatGPT can hardly become a full-on substitution for professional support teams. It will probably not be able to have empathy, the ability to understand the tone and sentiment, and emotionally connect with customers. It can only become an enhancer and a helper for support teams and can help teams connect with customers on a more personal level and, as a result, improve the standards of the Customer Support industry.
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Anna started out in financial markets, diving into daily research on bonds and stocks. A passionate reader with a love for historical literature and international cuisine, she’s now all about mastering customer communication. She writes in-depth about customer support, backed by extensive research, and has become an expert on the topic.
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