Constantly stuck in the hotline loop or explaining the same issue over and over again — who doesn't know that? That is exactly what companies want to spare their customers. At the same time, the requirements for fast, individualized customer service available around the clock are constantly increasing.
To close this gap, more and more companies are interested in using AI and automation to make their customer communication not only more efficient but also more personal. From answering frequently asked questions to making appointments and individual Product recommendations — AI can take over a lot of things that used to take time and nerves.
Particularly popular: AI-powered chatbots. These digital helpers are available 24/7, speak several languages and can respond quickly to customer inquiries. And thanks to advanced technology, their answers are increasingly natural. So it's no wonder that AI chatbots are increasingly becoming an indispensable support in customer service. And one of the most famous AI chatbots is arguably ChatGPT. But can ChatGPT be used as a customer service chatbot? To answer that, let's first look at what ChatGPT actually is:
What is ChatGPT?
ChatGPT is an AI chatbot from OpenAI and is based on a powerful language model developed using natural language processing (NLP) and machine learning. The goal of GPT is to understand human language and to provide natural-sounding answers to a wide range of topics.
ChatGPT belongs to the category of 'generative AI'. This means that ChatGPT can not only respond to input, but also formulate content independently — almost like in a real conversation. ChatGPT also speaks several languages and is therefore a real multi-talent for global communication.
How does ChatGPT work?
ChatGPT is based on the so-called Generative Pre-Trained Transformer (GPT) architecture, which means that it was trained with huge amounts of text from the Internet, books, articles, and other sources. As a result, the AI has developed a good understanding of grammar and general knowledge and can use this understanding in its answers in a targeted manner.
As already mentioned, the goal of ChatGPT is to provide the most human-like answers possible — on just about every topic. For that, it uses Natural language processing (NLP)to analyze texts, recognize patterns and generate appropriate answers.
In detail, it works like this: When a question or instruction is sent to the model, GPT uses its own training data to analyze the most important information and recognize patterns. Using complex technology, ChatGPT then creates a suitable, human-like answer that is returned directly — and this creates a dialogue.
Important: ChatGPT was originally developed for general tasks such as creative writing or recipe ideas, not directly for customer service. Although it can answer questions and write texts, it reaches its limits when it comes to professional customer service — because not all answers are always correct, up to date or correctly formulated. That is why many companies use ChatGPT more internally, for example to create answer options or, like us at moinAI, to find ideas for headlines in marketing.
Create a customer service chatbot with ChatGPT
The idea ChatGPT Using it directly in customer service may sound promising for now — after all, AI can answer questions and conduct conversations. In practice, however, this poses a number of challenges: high costs, complex adjustments and often complex integration. Especially for companies with specific requirements, the actual effort is usually greater than expected:
Effort and costs: Is it worth it?
- Hoher Adjustment costs: ChatGPT inherently provides more general answers, which often do not directly match the brand voice or the specific needs of a company. The necessary adjustments, such as data preparation, take time and can quickly become expensive.
- Restricted Integration options: Integrating ChatGPT into existing systems such as CRM, e-commerce platforms, or messaging apps is anything but easy. It's not as though a finished product is simply delivered. Technical adjustments are usually necessary, which can quickly lead to problems without the right expertise.
- Technical effort: An individually adapted chatbot based on ChatGPT requires a solid technical basis — and that usually means a lot of programming effort. In addition, regular updates and maintenance are necessary to ensure that the chatbot always runs smoothly.
- Hohe expenses: The costs of using the ChatGPT API can rise quickly, especially with a high number of interactions, for example due to many customer inquiries. IT resources are another cost factor — the more developers are needed to correctly integrate and control ChatGPT, the more expensive it becomes to use. For example, a seemingly cheap chatbot can be quite expensive in the long run.
Comparison: ChatGPT vs. specialized chatbot providers
ChatGPT is a versatile tool and can be used for many tasks, but it wasn't specifically designed for customer service developed. Specialized chatbot providers, on the other hand, are designed to do just that and offer solutions that are specifically tailored to the support requirements and needs of companies.
Industry-specific optimizations: ChatGPT is based on a general data set and therefore often only provides generic answers. Specialized chatbots, on the other hand, are specifically trained with industry-specific data and know the specifics of the respective industry. In addition, specialized providers often offer the option of working with RAG (Retrieval-Augmented Generation). This means that your own sources, such as company-specific databases, can be integrated into the chatbot process. As a result, these chatbots provide more relevant and precise answers.
Privacy and security: Germany has some of the highest data protection standards. With ChatGPT, however, data processing is not always fully controllable, which can raise privacy concerns. Companies with German providers are better protected here, as control over sensitive data always remains with the company.
In addition, German providers are usually good at EU AI Act prepared — including moinAI. Our chatbots meet the transparency requirements of the EU AI Act by clearly signaling to users when it comes to AI-generated content. This ensures trust and guarantees legally compliant use, while at the same time ensuring data protection and transparency.
Seamless integration: Integrating ChatGPT into existing systems such as CRM or e-commerce platforms can be complicated and time-consuming. Specialized chatbots, on the other hand, offer extensive interfaces and are easier to integrate. This allows companies to provide personalized and effective support.
And here are some more differences at a glance:
Risks of using ChatGPT in customer service
ChatGPT is a general AI model that wasn't specifically designed for customer service. Using the chatbot in this area can therefore not only be complicated and expensive, but also entails some risks — particularly in terms of accuracy, security and customer experience:
Privacy and security:
- privacy issues and GDPR compliance: When using ChatGPT, it can be difficult to ensure that all data complies with privacy regulations. Particularly when it comes to sensitive customer data, there is often uncertainty as to how it will be protected.
- Data leaks and misuse: When ChatGPT is integrated into automated services, security gaps can arise that endanger customer data. Here it is important to be particularly careful about how data is transferred and stored.
Lack of control over answers:
- Unpredictable answers: Since ChatGPT doesn't use predefined answers, the generated answers can be unpredictable. This can lead to inconsistent and sometimes incorrect or inaccurate information — and this has an impact on the customer experience.
- Outdated or incorrect answers: ChatGPT is based on knowledge up to a specific point in time and can therefore make mistakes when it comes to current information such as price changes or new company policies.
Lack of integration:
- No direct connection to corporate systems: ChatGPT cannot be easily integrated into CRM, CMS or ticket systems. This makes it harder to provide personalized support and can impact customer service efficiency.
Limited emotional intelligence:
- Lack of empathy: ChatGPT has difficulty understanding the emotional side of conversations. When it comes to sensitive or frustrated customers or topics, it is therefore likely that the AI does not show the right sensitivity.
Brand reputation risks:
- Incorrect or inaccurate information: ChatGPT can occasionally provide incorrect answers, which can affect brand trust. But particularly in customer service, it is actually crucial that the information is accurate to ensure customer satisfaction.
Limited customization and specialization:
- Lack of industry-specific adjustment: Since ChatGPT is based on general data, the chatbot often lacks in-depth knowledge of specific industries. For companies with special requirements or in technical areas, this can be a risk, as the chatbot may not provide the necessary, precise information.
5 tips: This is how ChatGPT can be used safely and efficiently in customer service
Even though ChatGPT is not perfect for direct use in customer service, there are still many ways to use AI efficiently and securely. With the right adjustments and thoughtful use, companies can benefit from ChatGPT's strengths while minimizing potential risks. Here are five tips on how ChatGPT can be used effectively in customer service:
1. Editorial support
ChatGPT is great for creating high-quality response texts that can later be integrated into a chatbot. This approach not only saves time, but also ensures that the answers are well thought out and to the point.
2. Text summaries
Complex content for FAQs or knowledge databases can be summarized easily and precisely with ChatGPT. This makes information easier for customers to understand and more quickly accessible.
3. Brainstorming for customer communication
ChatGPT is a valuable tool for creative ideas or new approaches to customer communication. It helps to try out different tonalities and develop dialogue structures that appeal positively to the customer.
4. Translation support
For multilingual communication, ChatGPT can help with translating or creating initial drafts of answers. This saves time and makes communication with international customers easier.
5. Training and improving existing chatbots
ChatGPT is also good for simulating dialogs and thus identifying potential weaknesses in existing chatbots. In this way, companies can make targeted improvements and improve the quality of customer interactions.
Conclusion: ChatGPT — a valuable tool, but not a replacement
ChatGPT is definitely an exciting tool and has a lot of potential, especially for creative tasks or as support for text creation and processing. However, there is a lack of specialization for customer service: The answers are often too general, and integration with brand identity is difficult. Specialized chatbots offer more precise, customizable solutions that fit seamlessly into existing systems and offer greater control and security.
If you want to learn more about what a specialized AI chatbot looks like in use, you can now create your individual test chatbot for your website in 3 steps. Very easy and non-binding!
