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Can ChatGPT solve complex human queries for e-commerce?, Retail News, ET Retail

As technology continues to advance, the use of chatbots and conversational AI has become increasingly popular. In recent years, chatbots have played a significant role in the e-commerce industry. I am sure every time you enter an online store, a chat box on the right hand corner of the web page opens and asks you “can I help you”?, then proceeds to show you different options you can seek answers for without even having to type your query. Their increasingly growing usage to automate conversations has been one of the key highlights that have shaped the e-commerce industry we see today.

However, more recently, a new phenomenon has taken the world by surprise, the phenomenon of ChatGPT.

Chat GPT, or Generative Pre-trained Transformer is a language model created by OpenAI and has gone viral for its ability to cater to almost all business demands including webpage content, coding, ad copies, blogs and more.

While from a bird’s eye view, chatbots and chat GPT might sound similar, they are fundamentally different. Chatbots are specific to a purpose. For instance, a brand that wants to automate responses for certain specific queries they often get can do so using chatbots. They can further automate the first set of responses that will go to a user along with a few specific phrases and keywords for response generation.

However, ChatGPT is more advanced when it comes to creating conversations. Chat GPT uses machine learning to understand the context of the conversation. This means that it can generate responses that are more relevant to the conversation and provide a more personalized experience for the user. This allows for more natural conversations, making Chat GPT a more evolved conversational AI solution.

Chat Bots on the other hand are computer programs designed to simulate conversation with human users. They are pre-programmed to respond to specific keywords and phrases with pre-written responses. Chat Bots can be used for various tasks such as customer support, answering frequently asked questions, checking order status etc. They are used across industries and e-commerce is one industry that is extensively using Chat Bots to cater to their customer’s queries and offer them the needed prompt support.

As the e-commerce industry continues to grow as customers become more tech-savvy, they crave a more personalised and conversational interaction. Chatbots sometimes tend to be disadvantaged on that front. As a language model, ChatGPT has been modelled to understand and respond to human-like queries, making it easier for online customers to get the information they need quickly and efficiently.

Moreover, ChatGPT is beyond conversations. It is conversations about just everything. Whether you want a code or mental health advice, Chat GPT is programmed to generate exact responses to all of your queries.

They have the ability to learn and adapt. Chat Bots are typically programmed with a set of pre-written responses and do not have the ability to learn and modify the flow of conversations. So, if any brand is looking to enhance its user experience through a conversational model, ChatGPT might just be the goldmine for them.

While there are no doubt models like ChatGPT are the future of the e-commerce industry, it does not take away the importance of Chatbots completely. They are still pretty relevant and from a cost-effectiveness and minimal tech intervention point of view, Chatbots will continue to be brand favourites. They come in extremely useful for handling simple queries and providing quick responses. In addition, chatbots are often used as the first line of support for customers, and they can direct customers to more specialized support if needed.

Self-learning models like ChatGPT are on their path to revolutionising how conversations take place in the e-commerce industry by providing a more personalized and efficient shopping experience for customers.

The ability to understand complex queries, provide more human-like interactions, and personalize responses based on past interactions and preferences will make it easier for customers to get the information they need quickly and efficiently. While chatbots still have a role to play in the e-commerce industry, the use of models like ChatGPT will become increasingly important in the years to come, and it will be interesting to see how they shape this ever-thriving industry.

(This article is written by Chirag Taneja, co-founder and CEO, Gokwik)

(DISCLAIMER: The views expressed are solely of the author and does not necessarily subscribe to it. shall not be responsible for any damage caused to any person/organization directly or indirectly.)

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