Beyond Scripted Responses: How ChatGPT can Elevate Chatbots to be More Human-like

Chatbots huh?

You are unlikely to be an alien to the above experience.

Can ChatGPT tech make an impact?

Let me begin with a disclaimer; tech in itself can’t solve problems without intent. People utilising GPT must have the intention to understand the customer and have a heart ❤️ to help them (like us 😊).

Let’s start with some basic understanding.

Melinda: A designer in Missouri who’s trying to file her taxes.

Dora: A chatbot without GPT capabilities.

Tars: A chatbot with GPT capabilities.

Melinda asks “Will my taxes be discharged in my bankruptcy?”

Understanding Melinda’s problem

Before GPT, mapping anything Melinda typed into the scripted workflow was tricky.

One solution is to provide a limited set of options and allow the user to choose from them.

But then there’s a limit of buttons you can put in the small box. Melinda could type anything.

Another solution was to use a solution like Google Dialog Flow, train it with questions and answers, and hope you get lucky.

“Will my taxes be discharged in my bankruptcy?”

The luck factor depends on the keywords used by Melinda. If she uses the word “eliminated” instead of the trained word “discharged,” you are out of luck.

You can imagine the work the department has to put in to make this work. Manually type all possible ways of questions Melinda can ask the question, including all likely slang, typos, etc.

Can GPT make an Impact?

Yes, it can make a drastic difference.

Melinda asks, “Do I get a relief on taxes if I am broke?”

And our bot has responded with, “We offer payment plan options and waivers of penalties and interest for taxpayers experiencing financial hardship.”

The answer is cool and scripted because it’s extracted from a knowledge base, but Melinda isn’t assured enough. So she asks something along the lines of, “Can you give an example?”

Now here’s where the magic happens!

“Let’s take John, a Missouri resident has recently lost his job. He owes $5,000 in state income taxes, but he doesn’t have the money to pay the amount by the deadline.

John can request a payment plan, which would allow him to pay off his tax debt over time in installments. This would help him avoid any penalties or interest charges that might accrue if he failed to pay the full amount on time.

Alternatively, if John is unable to make any payments at all, he may be able to request a reduction in the amount of taxes owed, such as a waiver of penalties and interest. To do this, he would need to demonstrate that he is experiencing financial hardship and is unable to pay his taxes due to circumstances beyond his control, such as a job loss or a medical emergency.”

This answer wasn’t scripted; GPT generated an example on the fly to make Melinda understand!

Let’s assume Melinda’s first language is Spanish, and she’s struggling to read through english and asks, “¿Puedes explicar en español?”

“Tomemos el ejemplo de John, un residente de Missouri, que recientemente perdió su trabajo. Él debe $5,000 en impuestos estatales sobre los ingresos, pero no tiene el dinero para pagar el monto antes de la fecha límite...”

“ChatGPT tech doesn’t just go beyond a script, it also have the excellent ability give personalised explanations for your customers.”

What if the information is not present?

GPT can realise when it doesn’t have enough information, but it can’t write an email when the information is available, as in the above screenshot. That’s where our tech compliments GPT to make this experience happen.

Presently, most chatbots can make a drastic difference in customer experience using GPT Tech. In this article, I am barely scratching the surface of the possibilities of GPT.

I will be following this up with a series of articles on how it can make a huge impact. Ensure you follow me so you won’t miss out on it.

If you need help leveraging GPT into your offering, please feel free to reach out to me.

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