Challenges Of Using ChatGPT Technology For Contact Center

Illustration of contact center (photo: Unsplash)

JAKARTA - The use of ChatGPT technology for the contact center landscape turns out to have many advantages, such as increasing efficiency, reducing operational costs, increasing customer satisfaction, and also improving service quality.

However, according to PT VADS Indonesia, although there are many benefits, it is undeniable that the use of ChatGPT technology in this contact center also has several challenges that must be overcome, including:

Constraints on understanding

ChatGPT may have limitations in understanding complex languages or long stories. This can lead to misunderstandings in processing customer questions or requests.

Lack of empathy

While ChatGPT can provide accurate answers, the resulting response may feel less empathic and personal compared to human interaction. This can affect customer satisfaction.

Difficulties in complex situations

In a very complex situation or requiring a moral assessment, ChatGPT may not be able to provide adequate solutions. Human agents are still needed in cases like this.

"However, it is important to remember that even though ChatGPT provides a fast and accurate solution, the presence of human agents remains important in complex situations and requires human wisdom. The combination of artificial intelligence and human ability can provide an optimal experience for customers," the company wrote.