Interviews, insight & analysis on digital media & marketing


The business uses for ChatGPT

By Ryan Dearlove, Founder of Chit Chat Agency

We’ve seen a lot hype about ChatGPT recently. Where can it actually be used in businesses?

How Businesses Can Use ChatGPT 

By integrating ChatGPT into their online applications, mobile apps or chatbots, businesses can offer personalised and efficient customer care. ChatGPT can analyse customer queries, provide relevant information, and offer solutions to problems quickly and accurately. This can significantly improve customer satisfaction and retention. Business tools that have AI models such as ChatGPT integrated can also use it to increase qualified leads and drive sales. For example, chatbots can initiate conversations with potential customers, answer questions, and offer product recommendations based on customer preferences. Chatbots can also be used to provide promotions and discounts, which can encourage customers to make a purchase. Additionally, Chatbots can improve engagement by providing customers with a more convenient way to interact with businesses. Instead of waiting on hold or navigating complex phone menus, customers can simply send a message to the business’s chatbot and receive a quick response. This can lead to higher customer satisfaction and a better overall customer experience.

Building Chatbots for Messenger, Instagram DMs, and WhatsApp

Smart businesses are building conversational experiences that are deployed on Messenger, Instagram DMs, and WhatsApp. These channels are a lot more effective than email because they offer a more personal and immediate way to interact with customers. Unsurprisingly open rates on social messaging channels are 4x higher than emails. Additionally, these messaging channels are where customers are spending a significant amount of their time, making them an ideal platform for businesses to engage with their customers. These chatbots can be designed to answer frequently asked questions, provide product recommendations, and offer promotions. By integrating ChatGPT into these chatbots, businesses can offer a more personalised and efficient experience. 

Chatbots are the fastest-growing brand communication channel, leading brands such as Arsenal FC, Cello Cheese, NBA, World Health Organisation, Pepsi, Pizza Hut, Lego and Golds Gym have all created social conversational experiences.

In the last 6 months, we’ve witnessed a huge spike in businesses interested in ChatGPT but not fully understanding how it can be best used or deployed. Our expertise lies in social messaging and we’ve assisted top food and drink brands in creating virtual connoisseurs that reside within their social inboxes. These experiences were great lead magnets and by providing one-to-one interactions on a deeply personal we helped shape consumers’ decisions and experiences. Another interesting use case of AI can be seen within generative content, we’ve worked with businesses within the health and fitness industry, to instantly generate personal workout plans and food plans, only by using automation and AI are we able to scale this.”

Collecting First-Party Data to Understand Preferences and Behaviors

Chatbots and mobile apps can also collect first-party data that helps understand customer preferences and behaviours when coupled with AI this data can become even more powerful. By analysing customer interactions, businesses can gain valuable insights into customer needs, preferences, intents and behaviours. This information can be used to create more targeted and personalised marketing campaigns that resonate with customers. The data collected can also help businesses create more effective multi-channel marketing strategies. By connecting existing marketing stacks and CRM, businesses can create a more cohesive marketing strategy that uses data to inform decisions.

As the world moves towards a cookieless future, owning your own customer data is becoming increasingly crucial. With third-party cookies phasing out, businesses can no longer rely on the data collected by third-party platforms to understand customer preferences and behaviours. This is where first-party data comes into play. With the rise of chatbots and AI, businesses that fail to collect first-party data risk being left behind in an increasingly competitive digital landscape.

Increasingly Digital World

In conclusion, deploying ChatGPT on social messaging channels and mobile apps is essential for businesses looking to provide a seamless and efficient customer experience. By integrating ChatGPT into their chatbots on these channels, businesses can automate routine tasks, provide personalised responses to queries, and gain valuable insights into customer preferences and behaviors. This can lead to increased sales, improved customer satisfaction, and a competitive advantage in an increasingly digital world.