(Davide Bonazzi for The Washington Post) Comment on this story Suumit Shah never liked his company’s customer service team. His agents gave generic responses to clients’ issues. Faced with difficult problems, they often sounded stumped, he said.
But when Shah saw that ChatGPT could respond to questions with intricate, lifelike responses, he knew it could fix the customer service hotline of his India-based e-commerce platform, Dukaan.
Shah used the software to improve his in-house customer service chatbot Lina, training it largely on his company’s help center content. In December 2022, he let the ChatGPT-powered bot field nearly all messages and found […]
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