Specialized in handling inquiries from foreign customers! How to improve business efficiency and customer satisfaction by utilizing ChatGPT
Are you worried about the language barrier as the number of foreign customers increases? There are many cases where you may have trouble getting your message across due to differences in culture and expression. In such cases, AI tools such as ChatGPT can help you respond to inquiries smoothly and accurately. In this article, we will introduce some common trouble cases when responding in English and simple solutions using ChatGPT.
What is ChatGPT? Advantages of using it in handling Japanese and international customer inquiries
ChatGPT is a large-scale language model developed by OpenAI. Trained on a vast amount of text data, it generates human-like natural text and can perform various tasks such as answering questions, summarizing sentences, and translating. In handling inquiries, it makes a significant contribution to improving customer satisfaction and operational efficiency by enabling multilingual support and 24/7/365 support.
What you can do with ChatGPT
ChatGPT can perform a wide variety of tasks. The following is an example
- Question and Answer: Generates appropriate responses to user questions.
- Sentence Generation: Create sentences or articles based on a specific topic.
- Translation: Translate text between different languages.
- Summary: Summarize long sentences in a concise manner.
- Conversation: Conduct a natural conversation with the user.
By utilizing these functions, it is possible to streamline the inquiry response process and improve customer satisfaction.
Smooth handling of foreign customers with multilingual support
ChatGPT is multilingual, allowing communication not only in Japanese, but also in English, Chinese, Korean, and many other languages.This enables smooth response to inquiries from foreign customers and reduces stress caused by language barriers. Also,It eliminates the need to retain multilingual staff and reduces labor costs.
| Language | Status of support |
|---|---|
| Japanese (language) | support |
| English (language) | support |
| Chinese (language) | support |
| Korean (language) | support |
| And many more | support |
For specific supported languages, please contactOfficial OpenAI Blogfor more information.
Improved customer satisfaction with 24/7/365 support
ChatGPT is,The system can operate 24 hours a day, 7 days a week, 365 days a year, allowing customers to inquire whenever they wish. This improves customer convenience and satisfaction. It is especially useful for global business development, as it can respond to inquiries from overseas with time differences.
Cost reduction effect by improving operational efficiency
By introducing ChatGPT, some of the inquiry handling tasks that were previously performed by humans can be automated. Hereby,Cost savings can be expected by reducing labor costs and response time. It also improves the overall efficiency of the business by allowing personnel to focus on more complex inquiries and tasks that can only be handled by humans.
Specific ways to respond to foreign customer inquiries by introducing ChatGPT
The following are specific ways in which ChatGPT can improve the efficiency of responding to inquiries from foreign customers and increase customer satisfaction.
Building a multilingual chatbot
By using ChatGPT to build a multilingual chatbot, inquiries can be handled in multiple languages 24 hours a day, 365 days a year. This allows foreign customers to easily submit questions at any time and receive prompt responses.In particular, the ability to respond to inquiries from countries with time zones and inquiries that occur late at night or early in the morning can contribute significantly to improving customer satisfaction. Automating answers to frequently asked questions also reduces human resources, allowing them to focus on other tasks. The most common way to build a specific chatbot is to use a chatbot building platform that can work with the ChatGPT API. For example, platforms such as Dialogflow and Chatfuel make it relatively easy to build multilingual chatbots in conjunction with ChatGPT. These platforms are GUI-based and can be operated without programming expertise.
Efficiency through automatic FAQ generation
ChatGPT can automatically generate FAQs from existing customer response data and website information.This will greatly reduce the time required to create and update FAQ pages, leading to increased operational efficiency. In addition, ChatGPT is multilingual, allowing for the efficient creation of multilingual FAQ pages. The generated FAQs can be posted on websites or incorporated into chatbots to promote customer self-service and reduce the burden of responding to inquiries. For example, by having ChatGPT learn from past inquiry data and product information, it can automatically generate frequently asked questions and appropriate responses. Also,Google SearchIt is also effective to improve the structure and content of FAQs by referring to the top-ranking FAQ pages in the
Smooth communication with translation tools
ChatGPT is multilingual, but if you need a higher level of translation or need to address specific industry terminology,Smoother communication can be achieved by linking with dedicated translation tools. For example, by linking with machine translation tools such as DeepL or Google Translate, ChatGPT can provide more natural and accurate translations. Also, by integrating with translation tools, customer inquiries can be translated in real time and answered quickly by operators; combining ChatGPT with translation tools can improve the quality of multilingual support and increase customer satisfaction.
Analysis and improvement of customer response history
The customer response history obtained by ChatGPT can be used as valuable data.By analyzing these data, we can understand customer needs and issues and improve our services. For example, by analyzing which questions are frequently asked, the content of FAQs can be improved and service content can be reviewed. Also, the quality of customer service can be evaluated and used for operator training, and analytical tools linked to ChatGPT can be used to efficiently analyze customer service history and realize data-driven service improvements. For example, customer sentiment analysis can be performed to better understand customer satisfaction and consider improvement measures.
| method | Advantages | important point |
|---|---|---|
| Building a multilingual chatbot | 24/7/365 support, multilingual support, reduced human resources | Need appropriate study data, measures to respond to unexpected questions |
| Efficiency through automatic FAQ generation | Reduce the time required to create and update FAQs, and increase the efficiency of multilingual FAQ creation | Ensure accuracy, up-to-date information, and comprehensiveness |
| Working with Translation Tools | Advanced translation, support for industry terminology, real-time translation | Selection of translation tools, cost |
| Analysis and improvement of customer response history | Assessing customer needs, service improvement, operator training | Consideration of personal information protection, selection of analysis tools |
Points to note when introducing ChatGPT
ChatGPT is a powerful tool, but there are a few caveats to keep in mind when implementing it. By understanding these and taking appropriate action, you can maximize the benefits of ChatGPT and minimize the risks.
Ensure accuracy and up-to-date information
Although ChatGPT generates answers based on a vast amount of data, it does not always output accurate information. Especially in the latest information or in highly specialized fields, there is a possibility that incorrect or outdated information may be included. Therefore, it is important to ensure that the output of ChatGPT isAlways checkand correct them as necessary. Check the information against official information and reliable sources to ensure the accuracy of the information. In addition, ChatGPT training data is not always updated. Therefore, if you need the latest information,Separate and up-to-date informationIt is necessary to For example, in areas such as law and medicine, it is essential to always refer to the latest information.
Consideration for Personal Information Protection
Avoid entering personal information into ChatGPT, as ChatGPT utilizes the information entered as training data, and entering personal information may unintentionally lead to information leakage. Personal information such as customer names, addresses, phone numbers, and email addresses are,No input to ChatGPTIt is important to ensure that Ensure that inquiries involving personal information are handled directly by the person in charge, not by ChatGPT. Also, when using ChatGPT,Guidelines published by the Personal Information Protection CommissionIt is important to take appropriate measures with reference to the following
Strategies for dealing with unexpected questions
Since ChatGPT generates answers based on training data, it may not be able to generate appropriate answers to unexpected or complex questions. Be prepared for such cases,Strategies for dealing with unexpected questionsshould be prepared in advance. For example, it is effective to prepare FAQs and guide the customer to refer to the FAQs for questions that ChatGPT cannot answer, or to build an escalation mechanism to a human operator. In addition, questions that ChatGPT cannot answer should beRecord as logIt is also important to analyze these data and feed them back to the ChatGPT training data to improve accuracy.
Avoidance of excessive dependence
ChatGPT is a useful tool, though,Overly dependent onChatGPT is a supplementary tool, not a human replacement,Always a human decisionIt is important to add the following to the list. In particular, there are many situations in customer service that require empathy, consideration, and other human responses, and it is important that people make the final decisions, rather than leaving it up to ChatGPT, and that they be attentive to their customers.
| important point | counter-measure |
|---|---|
| accuracy | Verify output content and match with official information |
| Privacy | Prohibits the entry of personal information and correspondence by the person in charge |
| Unexpected questions | Preparation of FAQs, escalation to operators |
| overreliance | Adding human judgment, customer-focused response |
Further efficiency with AI tools other than ChatGPT
ChatGPT is a powerful tool on its own, but its effectiveness can be maximized by linking it with other AI tools. Here, we explain which AI tools are compatible with ChatGPT, how to link them, and the benefits that can be obtained.
Combination with machine translation tools
ChatGPT is multilingual, but if you need more advanced translations or support for technical terms,DeepLand ... andGoogle TranslateBy using machine translation tools such as ChatGPT, the text generated by ChatGPT can be scrutinized by machine translation tools to ensure more natural and accurate translations. For example,DeepLuses advanced neural network technology for more natural and contextual translation. Also,Google Translateis multilingual and has a real-time translation function. By linking with these tools, you can respond quickly and accurately to foreign customers.
Work with voice recognition AI
By linking with voice recognition AI, voice inquiries from customers can be converted into text and entered into ChatGPT. This will improve customer convenience by allowing them to respond to inquiries via phone or video call. For example,Google Cloud Speech-to-Textoffers highly accurate speech recognition capabilities and is available in a variety of languages. By utilizing speech recognition AI, real-time voice response in multiple languages is possible, leading to improved customer satisfaction. In addition, by linking the speech recognition AI with ChatGPT,Automated Minutes PreparationIt is also expected to be used for Converting conference audio into text in real time and creating summaries with ChatGPT will contribute to business efficiency.
Centralized management of customer information through integration with CRM tools
By linking ChatGPT with CRM (Customer Relationship Management) tools, centralized management of customer information can be achieved and personalized customer service can be provided. For example,Salesforceand ... andHubSpotand other CRM tools can manage customer attribute information and past inquiry history. By linking this information to ChatGPT, it is possible to generate optimal responses tailored to each individual customer. For example, product suggestions based on past purchase history or FAQs related to the content of the inquiry can be provided automatically. Personalized responses that utilize customer information will greatly contribute to improving customer satisfaction. Below is a summary of the benefits of collaboration.
| Collaboration Tools | Advantages |
|---|---|
| Salesforce | Personalized response based on customer data |
| HubSpot | Enhanced integration with marketing automation |
By effectively linking these AI tools with ChatGPT, you can simultaneously increase efficiency in handling foreign customers and improve customer satisfaction. It is important to understand the features of each tool and select the tool that best meets your company's needs.
Introduction of ChatGPT Application Case Study (Foreigner Support)
ChatGPT is being used in diverse industries to serve foreign customers, helping to improve operational efficiency and customer satisfaction. Let's take a look at some specific examples.
Application Examples in the Travel Industry
Multilingual chatbots utilizing ChatGPT are being introduced in the travel industry. For example, ChatGPT automates hotel reservations, provision of sightseeing information, and flight change procedures, thereby improving customer satisfaction by providing 24/7 support. Also,Propose and customize travel plansChatGPT is multilingual, allowing for rapid response to the growing number of foreign tourists. Specific examples,HIS Corporationhas launched a service that utilizes ChatGPT to automatically respond to travel-related inquiries.
Application Examples in the Real Estate Industry
In the real estate industry, ChatGPT is being used to automate the provision of property information, reservations for viewings, and contracting procedures. For foreign customers, the language barrier can be a major barrier, but multilingual support through ChatGPT,Smooth communicationThe system enables the user to For example, it can answer questions about a property in multiple languages and automatically adjust the viewing schedule, thereby reducing the burden on the customer and improving the closing rate. Also,Automatic translation of property informationThis will also contribute to expanding the reach to foreign customers.
Application Examples in the Food and Beverage Industry
The food and beverage industry has been using ChatGPT toMultilingual ordering systemand allergy information can be provided. By using ChatGPT, it is possible to suggest dishes based on allergies and religious restrictions, and to provide information on allergies and religious restrictions,Menu Descriptionin multiple languages, leading to improved customer satisfaction. In addition, it is also possible to accept reservations andWaiting time informationAutomation of the "Mere Old Man" can also contribute to operational efficiency. For example, a multilingual chatbot can be introduced to quickly respond to inquiries from foreign tourists.
Application examples in the retail industry
The retail industry has been using ChatGPT toMultilingual customer supporthas been introduced. Automation of product inquiries, return/exchange procedures, and delivery status checks has improved customer satisfaction. Also,Recommendation of products based on customer purchase historyBy implementing ChatGPT on your e-commerce site, you will be able to respond to inquiries from foreign customers 24 hours a day, 365 days a year. For example,ZOZO Corporationis conducting a demonstration test of customer service using ChatGPT.
| (the) industry | Examples of Application | effect |
|---|---|---|
| travel | Multilingual chatbot to propose travel plans and process reservations and changes | 24/7/365 support, improved customer satisfaction, and operational efficiency |
| real estate | Provision of property information, reservation of previews, automation of contracting procedures, and automatic translation of property information | Smooth communication, improved closing rates, expanded reach to foreign customers |
| eating and drinking | Multilingual ordering system, allergy information, reservation reception, waiting time information | Improve customer satisfaction, increase operational efficiency, and enhance responsiveness to foreign tourists |
| retail | Multilingual customer support, product recommendations, delivery status checks | Increased customer satisfaction, increased sales, 24/7 support |
これらの事例はほんの一部であり、ChatGPTの活用方法は多岐に渡ります。各業界のニーズに合わせてChatGPTをカスタマイズすることで、更なる業務効率化と顧客満足度向上を実現できます。
問い合わせ対応に特化した、ChatGPTなどのAIツール導入による業務効率化と顧客満足度向上の方法を紹介
ChatGPTをはじめとするAIツールは、多言語対応や24時間365日対応を実現し、外国人顧客からの問い合わせ対応業務を効率化し、顧客満足度向上に貢献します。本項では、具体的な導入方法と、更なる効率化のための他ツールとの連携方法を紹介します。
ChatGPTと他AIツール連携によるオムニチャネル戦略
ChatGPTを中核に据え、様々なAIツールと連携させることで、シームレスな顧客体験を提供するオムニチャネル戦略を実現できます。例えば、Webサイト、LINE、Facebook Messengerなど、顧客が利用する様々なチャネルで一貫した対応を行うことで、顧客満足度を高めることができます。顧客は好きな時に好きな方法で問い合わせることができ、企業側は全てのチャネルの情報を一元管理できるため、効率的な対応が可能になります。
具体的な連携方法と期待できる効果
| Collaboration Tools | 連携方法 | 期待できる効果 |
|---|---|---|
| 機械翻訳ツール（Google Translateなど） | ChatGPTの入出力をリアルタイムで翻訳 | 多言語対応の自動化による対応時間短縮と人員削減 |
| 音声認識AI（Google Cloud Speech-to-Textなど） | 音声入力による問い合わせ対応の効率化 | 電話やビデオ通話でのリアルタイム翻訳、文字起こしによる記録作成の自動化 |
| CRMツール（Salesforceなど） | 顧客情報と対応履歴の一元管理 | パーソナライズされた対応による顧客満足度向上、対応履歴分析によるサービス改善 |
FAQデータベース構築によるセルフサービス化
ChatGPTを活用してFAQデータベースを構築することで、顧客は自分で答えを見つけられるようになり、問い合わせ対応件数を削減できます。ChatGPTは、既存のFAQデータから学習し、新たな質問に対する回答を自動生成することも可能です。これにより、FAQデータベースのメンテナンスコストを削減し、常に最新の情報に基づいた回答を提供できます。また、顧客の質問履歴を分析することで、FAQの改善点を洗い出し、より効果的なセルフサービス化を実現できます。
FAQ自動生成によるメリット
- 多言語対応FAQの効率的な作成：ChatGPTの多言語対応機能を活用することで、多言語のFAQを容易に作成できます。
- 最新情報への自動更新：Webサイトや社内ドキュメントの変更を検知し、FAQを自動的に更新できます。
- 問い合わせ対応コストの削減：顧客がセルフサービスで問題解決できるため、問い合わせ対応にかかる人的コストを削減できます。
パーソナライズされた顧客対応の実現
ChatGPTは、顧客の過去の問い合わせ履歴や購買履歴などのデータに基づいて、パーソナライズされた対応を実現できます。例えば、顧客の興味関心に合わせた商品やサービスの提案、過去の問い合わせ内容に関連する情報の提供など、顧客一人ひとりに最適な対応を行うことで、顧客満足度を向上させることができます。これにより、顧客ロイヤリティの向上やリピート率の増加も期待できます。
これらの方法を組み合わせ、状況に応じて最適なAIツールを活用することで、外国人顧客からの問い合わせ対応業務を効率化し、顧客満足度を向上させることができます。AI技術の進化は目覚ましく、今後も更なる進化が期待されます。常に最新の情報を収集し、自社に最適なツールと活用方法を検討することが重要です。
summary
ChatGPTを導入することで、外国人観光客からの問い合わせ対応を効率化し、顧客満足度を向上させることが可能です。多言語対応のチャットボットを構築することで24時間365日の対応が可能となり、FAQの自動生成は業務を効率化します。さらに、翻訳ツールとの連携でスムーズなコミュニケーションを実現できます。ただし、正確性や個人情報保護には注意が必要です。想定外の質問への対応策も準備し、過度な依存は避けましょう。他のAIツール、例えば機械翻訳や音声認識AI、CRMツールなどと連携すれば、更なる効率化が見込めます。旅行、不動産、飲食、小売など、様々な業界で活用事例が増えています。ChatGPTを効果的に活用し、外国人観光客の満足度向上とビジネスの成長を目指しましょう。
Move to Japan is a specialist in inbound support services, supporting over 100 multilingual websites per year. We can make your website multilingual for as little as ¥29,000.
Click here for more information 👉 https://movetojapan.support
