ChatGPT in Customer Success: Generative Output to Desired Outcome

Generative AI, like ChatGPT, is a powerful technology that has revolutionized the way we approach various fields, including writing, coding, music composition, and even Customer Success.

ChatGPT uses artificial intelligence to generate high-quality content based on prompts, enabling people to accomplish far more in much less time.

For example, programmers can generate code that would have taken hours to write in a matter of minutes, while musicians can create entire pieces of music with the push of a button. Amazing.

However, while the power of generative AI like ChatGPT is undeniable, it is important to understand that this technology has limitations. Despite its ability to generate content quickly and easily, you still need to know what to do with the output.

I want to explore why understanding the limitations of ChatGPT is crucial and how it can help you make the most of this powerful technology. Especially when it comes to Customer Success.

Let’s dig in.

The Power of ChatGPT in Customer Success

When ChatGPT first came out (in November 2022), it amazed people with its ability to write code.

You could input a description of what you wanted to achieve, and ChatGPT would literally generate working snippets of Javascript, Python, or any other programming language code for you.

This capability was seen as a game-changer (or massive threat, depending on your perspective) for developers, who could save time and effort in coding. But the power of generative AI doesn’t stop at coding.

It can generate music, recipes, and even Customer Engagement content, like emails.

The Limitations of ChatGPT in Customer Success

Despite ChatGPT being a game-changer in Customer Success, generative AI has its limitations.

Just because ChatGPT can generate code, write music, or pull together recipes, it doesn’t make the user a developer, musician, or chef.

The AI may help you write faster and do repetitive heavy-lifting tasks, but it can’t replace the expertise and experience that comes with being a professional in your field.

At least not yet.

The Role of the Prompt Engineer in Customer Success

The AI’s output is only as good as the prompt it receives. Period.

So, the role of a prompt engineer is critical in generating content using AI.

The prompt engineer needs to be knowledgeable about the topic, clearly understand not only how to generate the content but how it will be used, and then provide detailed, high-quality prompts to get the best results from the AI.

If you’re in Customer Success, our Prompt Engineering course can help you here.

The Output to Outcome Flow is Critical

The output of generative AI may seem like a ready-made solution, but the user still needs to know what to do with it.

For instance, if ChatGPT generates a piece of Javascript code, the user needs to know where it fits in and how to integrate it with other code segments.

Similarly, if the AI generated music or a recipe, the user still needs to be able to play or sing that song or be able to cook or bake according to that recipe.

Expertise is Still Required

While generative AI can assist in content creation, it cannot replace the importance of expertise.

For instance, a software engineer’s knowledge goes beyond writing code. They must have a deep understanding of system architecture, design patterns, and software testing.

Similarly, a chef’s expertise goes beyond following a recipe. They must know how to adjust the recipe based on the ingredients’ quality, temperature, and cooking time.

Therefore, while generative AI can help users save time, it cannot replace the experience, knowledge, and expertise required for high-quality output.

Building Blocks of Customer Success

In Customer Success, I’m seeing consulting companies ramping up their free trial, onboarding, and engagement email services because ChatGPT allows their team to now crank out large amounts of content very quickly.

But if they – or you – don’t understand how to fit each message together in an Engagement Process to move the customer from where they are to where they need to go, all of that content generated quickly at scale isn’t going to have the effect you’re looking for.

Our Impact Academy CSM and Head of CS training will help you here.

We’re All Prompt Engineers Now

ChatGPT has revolutionized the way we approach content creation, and it has been a game-changer in many fields. However, it comes with limitations.

As a prompt engineer or a user, you need to know what to do with the output generated by the AI. It can’t replace the knowledge, experience, and expertise that comes with being a professional in your field.

Therefore, the key to making the most of generative AI is to use it as a tool that assists in the creative process, rather than relying on it as a complete solution.

About Lincoln Murphy

I invented Customer Success. I focus primarily on Customer Engagement. Learn more about me here.