What: Linc CX platform launched a new integration with the AI-powered ChatGPT at the Shoptalk conference in Las Vegas.

Why it is important: A new breed of customer service is coming to the retail industry with AI-powered tools like ChatGPT.

It has been less than a month since OpenAI released the software tools allowing it to integrate into other companies’ systems, however Linc has been testing the feature since the beginning of the year.

Product inquiries, questions about service policies and brand stories are a few areas that were highlighted where generative AI dramatically improves conversation quality.

Linc platform users can leverage generative AI models where it fits, but still have control over the conversations and be able to automate workflow applications that OpenAI models aren’t designed for within one solution.

Linc noted the need to step in and fill the gaps that ChatGPT can’t address, as the technology is still basic in some areas that humans are better at. Fully automated customer service would be a disaster presently, which was demonstrated through tests with customer service requests that the bot couldn’t understand due to vague phrasing.

While customer service in the retail industry has been transforming significantly as brands leverage AI, businesses should be cautious and not be too complacent when it comes to technology, as tools like ChatGPT are only one ingredient to successful customer experience automation.

OpenAI’s ChatGPT heads to retail customer service via Linc