OpenAI’s ChatGPT is a highly popular AI application that is impressing users with its ability to create text that appears human-like, such as articles, stories, computer code, and even poetry, making it the current buzz in cyberspace.
ChatGPT is essentially a conversational interface that can comprehend human language input and respond accordingly. By asking ChatGPT to generate text, such as an essay, poem, story, or speech, it will do so with such proficiency that it may be challenging for the average person to distinguish whether it was written by a human or a machine.
This technology falls under the category of generative AI, which means it can create output that is entirely novel, rather than merely repeating data it has learned. The AI field often refers to this as “natural language processing” (NLP) or “natural language generation” (NLG).
Here are a few of the ways companies can use tools like ChatGPT:
- Compiling research
- Drafting marketing content
- Brainstorming ideas
- Writing computer code
- Automating parts of the sales process
- Delivering aftercare services when customers buy products
- Providing customized instructions
- Streamlining and enhancing processes using automation
- Translating text from one language to another
- Smoothing out the customer onboarding process
- Increasing customer engagement, leading to improved loyalty and retention
Customer service is a huge area of opportunity for many companies. Businesses can use ChatGPT technology to generate responses for their own customer service chatbots, so they can automate many tasks typically done by humans and radically improve response time.
According to an Opus Research report, 35% of consumers want to see more companies using chatbots — and 48% of consumers don’t care whether a human being or an automated chatbot helps them with a customer service query.
Tools like ChatGPT have enormous potential to enhance efficiency and productivity in many business settings by automating tasks that would typically require human input. However, ChatGPT is a relatively recent technology, and its capabilities are expected to continue evolving and improving with time.
Here are some of the leading providers of chatbots and conversational AI technology:
#1. Khoros Care
Khoros is a software company that specializes in customer engagement and offers a range of services such as online community management, social media marketing, digital care, Chatbots, and content management software to businesses and agencies worldwide. One of its popular products is Khoros Chatbot, which utilizes Natural Language Processing (NLP) to identify and classify every customer’s intention, route and prioritize them based on context, sentiment, and intent.
Khoros Chatbot also provides analytics to track trends by outcome, channel, and intention. By using Khoros Chatbot, businesses can manage high volumes of common consumer inquiries, freeing up agents for more complex tasks.
Moreover, Khoros offers a flexible support model and conversation design services to ensure that businesses can customize the chatbot to fit their specific needs.
#2. Drift Technologies
Drift is a platform that uses Conversational Marketing and Conversational Sales to help businesses increase revenue and customer lifetime value. Over 50,000 companies use Drift to bring together their sales and marketing efforts to provide a seamless customer experience. Drift’s chatbots use AI to proactively engage, qualify, and convert potential buyers from any page on a company’s website. By providing real-time insights into visitors’ needs and interests, businesses can prioritize and personalize their marketing, sales, and service efforts. Additionally, customers can find answers to their questions independently, freeing up service teams to focus on higher priority issues. Drift’s platform also includes features such as real-time notifications and the ability to book meetings through the chatbot.
#3. Fresh Chat
Freshchat is a customer messaging software that uses artificial intelligence (AI) and is utilized by businesses, regardless of size, to provide digital-first customer service through various communication channels such as WhatsApp, Facebook Messenger, Apple Business Chat, mobile app, website, and others. In today’s world, where contactless services are increasingly becoming the norm, customers anticipate personalized and immediate support on convenient channels. With Freshchat’s messaging platform, businesses can meet this expectation by delivering customer service across various digital channels through a combination of automation and human assistance.
Freshchat provides the following features:
- A consolidated interface for managing conversations across digital channels.
- AI-powered chatbots designed to engage with customers and accomplish specific tasks.
- Targeted multimedia campaigns for proactive communication.
- Intelligent load balancing and routing capabilities, as well as integrations with a growing marketplace of applications and custom APIs.
- A highly adaptable architecture constructed on AWS and certified to meet industry standards.
Freshchat’s messaging platform is available in numerous languages, including Catalan, Czech, Danish, German, English, Estonian, Finnish, French, Hungarian, Indonesian, Italian, Japanese, Middle Khmer, Korean, Malay, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese, and Chinese (simplified).
#4. SAP Conversational AI
SAP Conversational AI is a tool that combines a bot building platform and a digital assistant. The bot building platform allows for the creation of end-to-end chatbots and customization of a digital assistant. The platform can be used for full SAP integration or building AI chatbots from scratch for automating customer support, IT service, or buying journeys.
Additionally, SAP Conversational AI participates in building a unified conversational interface, the digital assistant, for the entire SAP portfolio. This allows any SAP product user to interact with the digital assistant for tasks like creating a leave request, finding the location of a distant colleague, or updating an employee’s status after a promotion, all through one unified interface.
Here are the features of SAP Conversational AI:
- User-friendly interface for ease-of-use.
- Proprietary NLP technology for natural language processing.
- Support for multiple languages and voice activation.
- Full integration with both SAP and non-SAP solutions.
- Utilization of data analytics.
Intercom provides customer service software that aims to revolutionize business communication by allowing direct messaging and automation to connect businesses with their customers. The software aims to help teams scale their support services without having to invest more resources, in order to create more efficient support teams and happier customers.
The software is used by more than 25,000 organizations worldwide, including Amazon, Atlassian, and Lyft Business, and it facilitates over 500 million messages per month with over 600 million monthly active end-users. Intercom was established in 2011 and has the backing of top venture capitalists, including Bessemer Venture Partners, Kleiner Perkins, and Social Capital. The company’s mission is to personalize internet business.
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