We hear you!
Starting now, we will send you a weekly summary of the biggest events and technologies related to customer service and innovation. We won’t use difficult language to show off. Our team of experts and marketing staff will work hard to keep you informed in a relaxed manner, but committed to the truth and everything related to innovation in CX. We are scouring every corner of the internet, in Brazil and around the world, to bring you only what is truly relevant.
When Chatbots Make Crazy Promotions
The Importance of Curation
EIn a hilarious twist, a ChatGPT-powered chatbot was giving customers the chance to buy brand new Chevrolet cars at prices that will make you fall off your chair laughing!
A user, Colin Fraser, managed to negotiate a 2020 Chevrolet Trax LT from $18,633 to $17,300. But wait, there's more! He also scored a custom design, a VIP test drive with a visit to a restaurant, a personalized car cover with his initials, and a luxurious weekend at a well-known resort. All thanks to our dear chatbot!
But the cherry on top was when another user, Chris Bakke, managed to reduce the price of a Chevy Tahoe 2024 to just one dollar. That's right, one dollar! It seems like the chatbot was feeling particularly generous that day!
These stories, although hilarious, emphasize the importance of effective curation when it comes to chatbots. They can be great for customer service, but without proper supervision, they might end up running some crazy promotions!
So, the next time you're thinking about buying a car, maybe you want to try negotiating with a chatbot. Who knows, you might end up with a brand-new car for just a dollar! But remember, effective curation is the key to avoiding unexpected surprises. After all, no one wants a chatbot making crazy promotions, right? Or do they?
AI: The Future Train You Can't Miss!
Those who don't stay updated end up in a bind!
Today, let's talk about a topic that's hotter than the latest update on your smartphone: Artificial Intelligence (AI)!
AI is evolving faster than software on update day. According to IBM, the adoption of AI has grown exponentially in the past year, likely doubling after a growth of over 2.5 times in recent months. That's faster than a download with fiber optics, isn't it?
Now, you might be thinking, 'But I'm a call center supervisor, what does AI have to do with me?' Well, AI has everything to do with all of us. Imagine you're a call center supervisor dealing with hundreds of calls every day. AI can assist in analyzing these calls, identifying patterns, and even suggesting actions to enhance the call center's efficiency.
For instance, AI can identify calls that take longer than a website loading and suggest additional training for the agents. Or it can pinpoint customers who are calling repeatedly and recommend actions to resolve their issues more effectively. Furthermore, AI can provide agents with advice and alerts while speaking with a customer to assist with complex inquiries.
Now, let's talk about some high-impact use cases of AI that are already making a difference in the real world:
1. Predictive Maintenance:
AI is being used to detect anomalies in equipment and systems before they cause failures, saving time and money on repairs and unplanned downtime.
2. Logistics Optimization:
3. Customer Service Management:
AI can help create a competitive advantage, scale AI across your entire company, and advance in reliable AI – ensuring compliance, security, and accountability for the AI software you put out there.
So, if you're not on board the AI train yet, you better hurry to the station! Because, as the saying goes, those who don't keep up get left behind. And no one wants to be the last one to arrive at the party, right?
Remember: AI won't replace professionals, but rather professionals who don't learn to work with AI.
Do you know what cavAI is?
It's time for you to see, hear, and start using!
It may seem quite complex, this story of Artificial Intelligence, but we'll help you demystify AI—one tool at a time and with the aim of assisting you with practical day-to-day activities in any customer service, whether human or digital. Doubting it?
Article 01 - CHATGPT
And, of course, I'll start with the internet's most talked-about sweetheart, ChatGPT!
Have you ever been curious to visit the website https://chat.openai.com/, create your account, and start asking random things, for example: 'ChatGPT, create a rap that explains how rain forms.' If you've done something similar, you were probably amazed at how it really creates things right before your eyes.
Now, if you haven't taken that first step, I encourage you to do so, and even better, WITHOUT HAVING TO PAY AND ACCESSING THE FULL VERSION.
Go to the website https://www.bing.com/ and click on COPILOT.
Use the text box to ask any questions or make requests to ChatGPT.
No more beating around the bush, let's test together some functionalities that are truly useful in day-to-day life:
I asked ChatGPT (COPILOT) to write a game to guide customer service representatives on the policies and rules of LGPD.
The first result that the AI gave me was correct because it had questions and answers related to LGPD and customer service, but it was very dull and serious.
We could hardly engage the attendants, so I made a new request to the AI asking it to be funny and tell jokes.
Guess what? In addition to understanding that it was a continuation of what I had already asked, the AI now cracked jokes and even made the theme much more illustrated.
You could keep refining and requesting changes forever, or until you feel you've reached the necessary result.
The big trick with ChatGPT, Bard, Bing, or any other conversational AI you use is KNOWING HOW TO ASK.
You know that Excel formula you don't know how to apply or don't remember? Well, ChatGPT is a great teacher:
Question: What's the formula in Excel to highlight all rows that have a repeated name?
ChatGPT's Answer: Of course! To highlight all rows containing repeated names, you can use conditional formatting in Excel. Here's a formula you can use:
Select the column containing the names you want to check for duplicates.
Click on the "Home" tab in the ribbon.
Click the "Conditional Formatting" button and choose "New Rule."
Select the option "Use a formula to determine which cells to format."
In the "Format values where this formula is true" box, enter the following formula: =COUNTIF($A:$A,$A1)>1
Click the "Format" button and choose the formatting style you want to apply to cells with duplicate names.
Click "OK" to close the dialog box.
Now, all rows containing duplicate names will be highlighted with the formatting style you chose. Hope this helps! 😊
Did you notice that it even responded with an emoji image? That's another functionality you need to explore: How to create images from text.
Choose among the options that best suit you, and there are options to remove the background from an image or remove someone or an object.
If, like me, you want to turn text into an image, you should click on IMAGE CREATOR.
Describe what you want.
You can suggest adaptations to the image until you're satisfied.
And the plus side is that you can still edit, add captions, change colors—just let your imagination flow.
I'm very glad you made it this far. Stay tuned for the next edition, with the most relevant news and also tips and tricks to make our CX life easier.
Referências:
(1) Gen AI use cases by type and industry | Deloitte US. https://www2.deloitte.com/us/en/pages/consulting/articles/gen-ai-use-cases.html.
(2) Sizing the potential value of AI and advanced analytics | McKinsey. https://www.mckinsey.com/featured-insights/artificial-intelligence/notes-from-the-ai-frontier-applications-and-value-of-deep-learning.
(3) Generative AI: What Is It, Tools, Models, Applications and Use Cases. https://www.gartner.com/en/topics/generative-ai.
(4) Deloitte AI Institute’s New Generative AI Dossier Reveals Key Business .... https://www2.deloitte.com/us/en/pages/about-deloitte/articles/press-releases/deloitte-ai-institutes-new-generative-ai-dossier-reveals-key-business-ready-use-cases-for-generative-ai-deployment.html.
(5) Top 3 themes: winning use cases in data science and AI. https://www.ibm.com/blog/top-3-themes-winning-use-cases-in-data-science-and-ai/.
(6) 12 most popular AI use cases in the enterprise today | CIO. https://www.cio.com/article/652775/12-most-popular-ai-use-cases-in-the-enterprise-today.html.
(7) 100+ AI Use Cases & Applications: In-Depth Guide for 2024 - AIMultiple. https://research.aimultiple.com/ai-usecases/.
(8) 15 Real World Applications of Artificial Intelligence - AnalytixLabs. https://www.analytixlabs.co.in/blog/applications-of-artificial-intelligence/.
(9) AI in real estate: Use cases, examples and future trends. https://www.leewayhertz.com/ai-in-real-estate/.
(10) Artificial intelligence: 5 uses cases of AI | TechRepublic. https://www.techrepublic.com/article/cio-guide-ai-applications/.
(11) Most of AI’s business uses will be in two areas | McKinsey. https://www.mckinsey.com/capabilities/quantumblack/our-insights/most-of-ais-business-uses-will-be-in-two-areas.