Integrating ChatGPT to FreshDesk

ChatGPT response:

“Yes, integrating ChatGPT with Freshdesk could definitely improve the efficiency and effectiveness of email support. With ChatGPT's natural language processing capabilities, it can understand and respond to customer inquiries in a way that is similar to a human customer service representative. This means that it has the potential to handle a high volume of customer emails and provide accurate and helpful responses, freeing up human customer service representatives to focus on more complex or nuanced issues. Additionally, ChatGPT can be available to customers 24/7, providing them with prompt and reliable support whenever they need it. Overall, the integration of ChatGPT with Freshdesk has the potential to significantly improve the customer experience and streamline the work of customer service teams.”

We have done some experiments in February, and on Tuesday, we will release Gimoji - https://gimoji.com. So far, it has been helping our agents with summarizing support requests, expanding short sentences as solutions/responses and a few more tasks within Freshdesk. Let me know if you want to give it a try. :)

Going into the right direction. However this not the end game.

End game is eliminate the need for a ticket to exist in the 1st place, and thus, reduce to the absolute minimum the need for L1/L2 agents/licences.

This is where chatGPT is going to play a major role, with or without CRM tools like Freshdesk, Zendesk, Intercom, Dixa and others. Whether your Leadership team/product team has flagged this as “code red” (like google) or not, that’s another story.

Ideally speaking however, a CRM tool like freshdesk would have chatGPT properly integrated, where companies can upload data sets and or define a set rules to check XYZ websites (internal and external) for information and manage this within the CRM tool itself. Then, via the Freshdesk widget or similar, have chatGPT answering customers and anything that can’t be resolved by it, have the AI filing a ticket in behalf of the customer. This should reduce 80-90% of tickets and also FTE/licences required. 

In the case at my current company, we don’t have many support staff, so the impact will be minimum. However, on any other partner you may have, chatGPT should be in their radar blinking loud and clear where this is going, just like it is for me.

Going into the right direction. However this not the end game.

 

End game is eliminate the need for a ticket to exist in the 1st place, and thus, reduce to the absolute minimum the need for L1/L2 agents/licences.

I agree; this has been a goal of every product owner. Ideally, the product alone is self-serviced through a frictionless user interface—everyone's dream since the first application was made. But it very rarely happened, if ever. But with AI/ML and computing power we are getting closer.

Although I would not say that it would lead to a reduction of licences, not right away. These agents can focus on success, being more specialised based on individual customer needs, and checking the best practices tailored to their customers. They will still need a place to communicate with customers.

In the end, there won't even be a need for an application with a user interface. All will be driven through a simple text prompt that can output data in any form we need while going through all the available datasets within the product/company and putting everything into the context it currently requires for the task. Or it will autonomously request data from 3rd parties via API.

We will see where this is heading in a few months. It is exciting and the right time for any company to start playing with and understanding LLMs and possible impact on their business.

We are now experimenting with building interactive walkthroughs on the fly, using AI/ML to guide the users step-by-step through the application when they need to do a certain task. This is to help humans, but this will become obsolete when there is no user interface as we know it because there will be either a text prompt or a user interface that is built for the end-user on the fly. :)

Would love to beta test

Invitation sent!

WE would like to test :)

I would be interested in testing this for our team!

I would be interested in testing this for our team!

Just sent another batch of invitations. If you would like to get invited please add yourself to the waitlist here https://gimoji.com/ - it seems like the Summary and Expand features are working quite well.