Updated on May 5, 2025
In a recently leaked internal memo, Toby Lutke, the CEO of Shopify called “Reflexive AI usage” a baseline expectation at work in his company. In other words, if you are not using AI tools habitually, then you are probably not cut out to work at an organization like Shopify.
Like Shopify, AI is becoming indispensable at every facet of doing business today. This is also true for customer support where tools like Kommunicate already help significantly with customer support automation.
But this is not all. There are a number of other interesting ways you can use popular AI tools like ChatGPT to make customer support more efficient, and perhaps fun too. Here are some ideas.
1. Personalized Custom Templates
Customer support is directly correlated with customer experience. The ideal customer support resolution would turn a disgruntled customer happy and trustful of your product or service.
Besides the resolution itself, there are other factors that impact customer experience. This includes a support agent who addresses the concern helpfully, and communicates in a personalized manner.
Personalization is often lost in modern day customer support since a lot of responses are templated. However, with ChatGPT you can personalize your emails while communicating your response effectively.
Source: ChatGPT
As you can see from the example above, there is nothing really wrong in the original message. It conveys the message quite succinctly. However, every situation is different. While in this example, a customer is unable to buy a book as a gift for his wife, there could be other scenarios where a student cannot find a book they need to study for their exams.
While the standard response could be sent out in both instances, making it personalized based on previous customer responses could make the business stand out as friendlier and more customer-centric.
2. Automated Answers
According to Dave Lavinsky, the founder of PlanPros, an AI-based business plan generator tool, customers are increasingly seeking AI-based solutions that provide them with the answer to their questions without a lot of input. Automated answers are a step in this direction.
ChatGPT is based on a Large Language Model (LLM) that in simple words, means that its answers are based on the analysis of millions of documents available on the internet. As a business you could build a LLM specifically for your operations based on your internal documents – this could include blog articles, past customer support tickets, transcripted phone conversations, knowledge base, and so on.
This means that ChatGPT can analyze all these documents and be able to answer any new customer support ticket all by itself – without human intervention.
This can save thousands of dollars each year while ensuring customers receive good care at the hands of your customer support team.
Quick note – if automated support is something you are interested in, check out Kommunicate’s Generative AI chatbot. Ticks all the boxes that a business may have.
3. Multi-language Support
Google Translate has been a powerful tool that has helped millions of people communicate with others who do not speak their language. The problem however is that language translation tools as this can only assist with literal translation.
Going back to what we discussed earlier in this article – a standard cookie-cutter response may answer the question that a customer had, but would not be adequate to build trust. ChatGPT may come in handy.
You could customize your response to include quips, proverbs, or funny references that are popular locally in the customer’s city. This does not have to necessarily be a language translation.
An English customer support agent from New York could easily use cultural references that resonate with a Texan customer making the conversation more enjoyable and relatable.
Does the Texan-inspired message above make you cringe? It sure did for me. But this is a good example of how you could make your message relatable to your customers, irrespective of which part of the world they are from.
4. Conversational Sales
If you are like me, you must be getting bombarded with marketing emails every single day. No wonder then that according to a study by the Advertising Research Foundation, the number of people willing to share their email address or other contact details has been falling every year.
Conversational AI engines, like ChatGPT, have however been able to buck the trend and can be used to capture email addresses more seamlessly.
As this example from Kommunicate’s Generative AI bot shows, users can seamlessly book a demo and emails are captured as part of the process.
This is a much more natural and efficient way to capture lead information than using a lead magnet or expecting users to fill up their details on a contact form.
Although ChatGPT is a standalone product, its engine can be accessed through your own products with the help of its API platform. This allows you to build your conversational products to capture email address, or other customer contact details.
5. Review Customer Conversations
As a business, you want to give each of your customers a five star experience. But truth be told, that does not always happen.
Lapses are inevitable, and not all customer requirements can be met either. This means there are always tough and heated conversations that one can expect between an unhappy customer and your customer support agents.
But as a business, there is always scope for improvement and this is where ChatGPT can come in handy. The platform allows you to upload transcripts of your engagements with your customer and identify areas of improvements in the way you communicated.
This could be seemingly minor things like empathizing better, or communicating with a more human touch. Using the right words at the right time could be the difference between an angry customer who rates you 1 in your NPS form versus one that rates you a full 10.
It’s a best practice to analyze each of your customer conversations that didn’t go according to plan and use these insights to fuel your next conversation.
6. Simulate Customer Conversations
This is an extension of the previous point where you use ChatGPT to analyze and offer feedback on how your actual customer conversations went, and potential areas of improvement.
You could also use this generative AI based platform to train your agents better. To do this, you could ask ChatGPT to take on the role of a disgruntled and stubborn customer who won’t take no for an answer, and get your agents to speak to this ‘customer’.
This is a simulation of what these agents are likely to expect from real customers. And the way these agents interact and resolve the issues for the customer can help them learn how to deal with similar situations in a real world scenario. These are lessons that no college degree can provide.
7. Customer Support Analytics
The Pro version of ChatGPT is priced at $200/month and comes equipped with the latest models as well as access to voice interactions. Theoretically, this allows businesses to directly integrate ChatGPT to your support line and analyze customer conversations for sentiment analysis, resolution categories, as well as use ChatGPT in real-time to provide customer resolutions.
If fair usage limits are going to make this practically difficult, businesses could still upload selected customer conversations to help perform these analytics functions.
In addition to this, businesses could upload the copy of their customer interactions to directly analyze resolution categories. This is a quick way to understand what percent of your customer conversations are sales-focused, and how many are related to product functionality, billing, or onboarding.
8. Ticket Prioritization
Customer help desks typically categorize ticket agencies subjectively based on its monetary impact. For example, a complaint about ‘server down’ would get the highest priority considering that downtime bleeds companies money. However, a pre-sales enquiry could be a lower priority.
While this may work effectively, the prioritization algorithm is flawed in the sense that it is based on monetary impact; not customer experience.
Going back to an earlier example where a customer could not purchase an “out of stock” book as a birthday gift to his wife, it is evident that while this customer request has minimal financial impact on the business, it may fail to address the issue from a customer experience perspective.
ChatGPT could be used to analyze tickets in real-time to identify the CX impact of each request. This way, a request from a customer who needs a resolution at short notice; regardless of how small the ticket size is, could be accorded a higher priority than another ticket that has low CX-impact.
The Future of AI in Customer Support
The last couple of years have proven that AI is not a fad, and is only expected to grow and proliferate through our lifetimes. Every new conversation, and every new chat that we have with LLMs like ChatGPT is only going to improve the Natural Language Processing (NLP) capabilities of these tools. In effect, this is going to make them even better at what they do – that is, to mimic human capabilities efficiently.
Want to explore what AI can do with customer support today? Book a demo with us today.
Manab leads the Product Marketing efforts at Kommunicate. He is intrigued by the developments in the space of AI and envisions a world where AI & human works together.
