Exploring ChatGPT enhancements for customers
The business challenge:
In the fall of 2022, the world was captivated by the launch of OpenAI's ChatGPT technology. Given JustAnswer is a conversation-centric product, we decided to experiment to see how this new technology could improve customers' experiences.
My team's role:
Knowing one barrier for usage is thinking up a second question, we employed ChatGPT to offer customers suggestions.
The result:
Mixed. In testing, customers were not that interested in the proposed questions. Plus, inconsistent lag time meant functionality was unpredictable.
And for Experts...
The business challenge:
Could ChatGPT offer any assistance to the experts?
My team's role:
The UX team put our heads together and decided the leanest option was offering a tool to rephrase and polish expert responses.
We made the functionality optional so experts can opt-in as they feel comfortable.
This feature, called "Text wizard," is one of the most popular features we've ever launched, as experts feel like they now have a built-in ally ready to help them whenever needed.
The result:
Big win—for the customer, the expert, and the business!
Here's a closeup look at "Text wizard"
Experts opt in by clicking on the magic wand icon.
