More and more companies are looking to implement conversational artificial intelligence (AI) tools to reach their target audience, engage with customers, enhance their marketing efforts, save time and money, and grow their businesses. Lately, a new AI technology has made headlines worldwide – ChatGPT. If you wonder about utilizing ChatGPT for your business purposes, you can learn about its benefits and possible applications in the B2B sector.
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The post may be of interest primarily to digital marketers, SaaS vendors, owners of ecommerce platforms and online marketplaces which may belong to the healthcare, fitness, education, travel, and other sectors, or owners wishing to leverage ChatGPT for a small B2B business’ needs.
ChatGPT is an advanced machine learning (ML) model that uses natural language processing (NLP). It understands the structure and pattern of natural language, discerns the meaning and context of user inputs, and can respond conversationally, provide information in response to inquiries, and generate a variety of texts that sound like a human wrote them.
ChatGPT works like a regular messaging app, where a user types in text and presses enter. However, instead of sending the message elsewhere, ChatGPT answers the question on its own. The system adds follow-up questions to the conversation thread that it can look back on.
To refresh the chat, the user has to press the ‘new chat’ button at the top left of the page. This will erase the details of the previous conversation and start a new one.
The cloud-based solution can be used as a standalone chatbot or integrated with other applications, such as the popular Facebook Messenger, WeChat, and WhatsApp. The features offered by ChatGPT include chatbot builders, NLP tasks, such as text completion, translation, summarization, etc., and analytics.
ChatGPT was developed by OpenAI, an American AI research laboratory, and launched as a free research prototype in November 2022. Since then, several versions have been released, each with increasing capabilities and performance.
OpenAI built the AI chatbot on top of its GPT-3 family of NLP models, where GPT is short for “Generative Pre-trained Transformer.” With 175 billion learning parameters and capable of processing billions of words within seconds, it is the largest language model to date.
Millions of users have already tested and proven ChatGPT as a decent copywriter, test taker, programmer, and document scrutinizer. Its achievements include even passing exams from business, law, and other schools. Open AI will continue to develop and improve the chatbot’s abilities and performance.
This makes ChatGPT potentially useful across virtually all business areas, not only customer service. Let’s review some reasons to use the conversational, task automation, or analytical capabilities of ChatGPT in business.
Enhanced customer experience
ChatGPT can understand and respond to customers’ questions almost as well as a human would. By supporting conversational interfaces for customer-facing activities, it can help various businesses deliver a seamless and efficient personalized experience to their customers.
Moreover, ChatGPT can be fine-tuned for specific industries and tasks. For example, it can learn to act as customer support, answering common questions or providing accurate and helpful responses tailored to the needs of a specific firm’s customers in real time.
Moreover, ChatGPT can provide customer support even when your business is closed. Ensuring that customers can get answers to their questions at any time or quickly resolve any issues, ChatGPT can reduce the frustration customers might experience otherwise.
Higher customer satisfaction
When businesses address inquiries promptly and effectively, customer satisfaction grows. ChatGPT may also help them build better relationships with customers by communicating with them on a more personal level in real time.
Another benefit of ChatGPT is its ability to provide personalized recommendations. ChatGPT can suggest the most suitable products and services based on a customer's purchase and browsing history.
ChatGPT can also conduct customer feedback and sentiment analysis, assisting businesses in identifying areas for improvement. Such insights, provided in a natural conversational manner, can help improve their products and services, offers, and overall customer experience.
ChatGPT can manage large volumes of customer inquiries and requests in real time, reducing both the wait time and the workload on customer service teams. For example, you can train it to provide answers to frequently asked questions, freeing up the employees to handle more complex inquiries.
ChatGPT can also help automate several routine tasks, saving time and enabling employees to focus on more creative and strategic jobs. It can manage the creation of regular reports, legal contracts, translations, marketing content, etc., and order processing and management. For example, ChatGPT helps marketers produce high-quality content much faster by automating copywriting and editing.
ChatGPT can also provide valuable insights that usually require tedious manual data analysis methods.
ChatGPT can simultaneously handle large volumes of customer requests, improving the customer experience at a lower cost than live interactions. This may improve overall efficiency and help scale up customer service operations without hiring additional personnel.
ChatGPT may also automate the sales processes by helping qualify leads and close sales. It would close deals faster by communicating directly with customers and promptly getting feedback. This would save time and money without compromising the level of service.
Excellent customer service, constant data-driven improvement of the goods and services, and high-quality content relevant to a particular audience created with the help of ChatGPT may help build brand awareness and trust and rapport with the target audience.
The adoption of AI technologies is poised to increase. Gartner predicted that chatbots would become every fourth organization’s primary customer service channel by 2027. Their 2022 survey revealed that 54% of respondents already used chatbots, virtual customer assistants, or another conversational AI for customer-facing operations.
We observe a growing adoption of chatbots in healthcare, real estate, travel, education, and finance. Companies that ignore this trend may soon find themselves beaten by the competition.
ChatGPT can boost sales by helping customers find what they are looking for faster or discover similar, complementary, or other products they might have yet to come across. Moreover, it can analyze each customer’s purchase history, preferences, and interactions to personalize communication, which can help deliver more relevant targeted messaging, promotions, and recommendations, increasing sales.
By providing helpful information and engaging in personalized conversations with prospects, ChatGPT can help convert them into paying customers faster. Businesses can also integrate it with other customer touchpoints – email, phone, and social media – for continued communication with the customers, facilitating a consistent customer experience, keeping them engaged with the brand, and providing personalized content and recommendations that may result in deals and upsells.
More effective targeted marketing and promotions with which ChatGPT can assist will also increase customer engagement and boost sales.
Increased customer satisfaction and loyalty resulting from better customer experiences also lead to repeat business and higher revenue.
Read also: GPT-4 vs. GPT-3 Detailed Comparison
Let us list some ChatGPT business use cases that B2B executives might consider.
General business processes
Customer service and support
Using ChatGPT to power chatbots or virtual assistants, companies can offer round-the-clock customer support and instantly address customer inquiries. Real-time translation would improve the accessibility of customer service for international clients. Searching the Internet for specific queries and summarizing relevant information, it can help businesses understand and address customer pain points efficiently.
ChatGPT can also be integrated into apps to help customers find products, answer their questions, and make recommendations to enhance the online shopping experience and facilitate purchases. It can also assist with automated aftercare assistance after a customer purchases a product.
It might even provide financial advice, recommend investments, and process financial transactions for clients.
The logical processing power of ChatGPT, combined with experienced data analysts, can provide valuable insights and recommendations for business owners and decision-makers. Thus, companies can use ChatGPT to enhance a business strategy, product, service, customer support, and more.
The model can be integrated with various data sources to provide an overview of the most popular products, sales trends, a product’s performance, customer behavior, etc. For example, it can provide an overview of customer demographics and buying patterns, which businesspeople can use to identify trends, optimize pricing and promotions, and improve product assortment.
ChatGPT can be used to make virtual assistants to handle day-to-day tasks, such as appointment scheduling, setting reminders, making travel arrangements, sending emails, and managing social media accounts.
ChatGPT can also act as a search engine for employees, looking up and providing information on a wide range of topics, such as news, market stats, etc., and translating the info if needed.
Working through hundreds of applications is a tedious and time-consuming task. However, now HR personnel can copy and paste cover letters and CVs into ChatGPT and ask it to search for predefined job criteria. The AI will scrutinize the text to determine candidates with relevant qualifications, experience, and skills.
ChatGPT may also assist with employee onboarding, provide support for employee benefits, and even handle performance management tasks.
Marketing and sales
The use of ChatGPT for B2B marketing and sales purposes applies both to individual companies and digital marketing agencies and platforms.
For example, Onix’s client Adoric SaaS helps large enterprises and small websites increase conversions. This service allows for organizing and intuitively and easily managing marketing campaigns on the Adoric website. Companies like Adoric can implement ChatGPT to enable their customers to:
- generate leads
- write emails to potential clients
- generate slogans, etc.
ChatGPT has the potential to revolutionize marketing content creation. Content marketers may have difficulty getting new ideas, creating unique and attractive ad copies across different marketing campaigns, or creating content that resonates with their target audience. ChatGPT can help with these challenges.
For example, it can generate original ideas for ads, articles, or social media posts, suggest most relevant or trending topics to write about, create headlines, text structures, and more. Afterward, ChatGPT can proofread texts written by marketers and edit them to ensure they meet specific requirements and style guidelines.
The AI model can also quickly and easily produce drafts of marketing content, such as ads, product descriptions, product reports, email newsletters and promotions, social media updates, articles, blogs, etc., according to specific parameters. For example, ChatGPT can make text SEO friendly and enrich it with specified keywords.
The system can adopt the style and tone of a company’s marketing materials and generate relevant texts consistent with its brand and voice. ChatGPT will also personalize the content for specific audiences, tailoring it to their interests and preferences.
ChatGPT can easily fine-tune the marketing texts if needed, e.g., rewrite a piece in a specific style or tone, make it more detailed or simplify it, etc. Even though ChatGPT may overuse specific phrases and lack creativity, requiring a human writer to edit and refine its texts, it still streamlines the writers’ work.
ChatGPT can also generate new content concepts, list ideas for promotional videos or podcasts, draw plans, and even write entire scripts.
ChatGPT can assist with collecting, organizing, and analyzing data from various sources. By doing this and summarizing information from surveys and reports, ChatGPT can help conduct market research, saving time and the potential cost of hiring outside experts. Insights gleaned by ChatGPT from user data and behavior can help inform your marketing strategies and personalize your marketing content.
Sales teams can also use ChatGPT to generate personalized messages, send follow-up emails, or schedule meetings.
ChatGPT can be integrated with retailers’ product databases, CRM systems, customer service tools, and other data sources to facilitate a better shopping experience at online stores like BetterMe built by Onix.
Namely, ecommerce platforms may utilize ChatGPT to:
- handle customer inquiries and requests in real time 24/7
- help customers find what they are looking for quickly and easily
- answer questions about products and offer personalized recommendations based on a customer’s needs, preferences, past purchases, and browsing history
- analyze customer behavior, inquiries, and feedback and identify patterns and trends to inform data-driven decisions about products, services, offerings, pricing, and marketing
- generate concise and descriptive product descriptions that would appeal to specific customers
- create compelling marketing and advertising content
- assist with blog writing to increase the businesses’ visibility online
- generate social media posts, responses, and other types of content for platforms like Twitter, Facebook, and Instagram
- suggest hashtags, images, and other elements that can help increase user engagement
- create and deliver custom email campaigns based on customer data and behavior
- generate personalized emails for customers
- draft scripts for instructional content, such as product demonstrations, tutorials, and how-to guides
- streamline and automate order processing and management tasks, such as answering questions about delivery options, confirming and tracking orders, answering customer inquiries, automatically updating them on the status of their orders and estimated delivery dates, and providing real-time support and assistance
- allow customers to initiate order modifications and cancellations, returns, and refund requests through the chat interface and provide prompt and accurate responses to help resolve issues
- analyze customer opinions to help make data-driven decisions about the products and services
- use sentiment analysis to detect how customers feel about a product or service and then make recommendations
- help with automating and optimizing customer reviews and ratings
Whether you’re a SaaS company or an outsourcing agency like Onix-Systems, you might benefit from exploring the programming abilities of ChatGPT.
The AI model can generate code snippets in specified programming languages and for specific tasks, such as data validation or error handling, as well as write technical documentation. It can also help with debugging and code review. This may speed up the software development process.
Even employees not directly involved in software development or IT service provision, such as designers or marketers, may need some coding skills to become more effective at their jobs. ChatGPT can be very helpful when they need to create, explain, or debug a small piece of code.
More importantly, ChatGPT can be incorporated into customer-facing and scheduling features of their software products. Companies developing virtual assistants can use ChatGPT to improve their NLP capabilities.
The implementation of ChatGPT can be beneficial for education B2B businesses, such as:
- online course platforms like Udemy
- eLearning software providers, such as Learning Pool, another client of Onix, with over 1,500 international corporate customers
- companies directly delivering safety and other kinds of training to organizations
For example, Learning Pool has several branches with their own B2B products, including:
- Learning Management Systems (LMS)
- Learning Experience Platforms (LXP)
- a Learning Record Store (LRS)
- an open-source framework that enabled responsive eLearning
- agile learning content development tools
- hundreds of off-the-shelf e-learning modules
- award-winning custom educational content
Most of such companies and their respective consumers might benefit from using ChatGPT in ways like the following:
- The simplest option is to offer ChatGPT as an alternative to Google search for learners who value a conversational search experience over receiving website links.
- Elearning products can incorporate the chatbot to explain topics and answer the learners’ questions 24/7.
- The chatbot can provide feedback on a student’s written work, promptly identifying and helping correct mistakes, and assess their performance.
- Course and training creators can use ChatGPT to develop lesson plans, content, exercises, quizzes, tests, and exams. The chatbot can help customize existing educational content based on different groups’ needs and learning styles, promoting personalization.
- ChatGPT may provide actionable insights from analytics regarding learners, eLearning products, trends, etc.
Nutrition professional platforms, platforms for online fitness coaching, such as Onix’s client Project X, or fitness management services like Stridist can leverage the advanced capabilities of ChatGPT like eLearning platforms, because they are similar in essence.
For instance, Project X also caters to:
- service providers (fitness coaches) that offer personalized coaching experiences, allowing them to manage clients in one place and reduce administrative tasks
- consumers (customers), enabling them to access exclusive educational and workout content, track results, and visualize progress toward their goals
For such companies, ChatGPT offers the following opportunities:
- Fitness coaches can use the AI chatbot to create generic and custom workout plans, stretch and rehabilitation programs, and motivational tips for their prospective and existing clients with different body shapes, weights, health conditions, etc.
- ChatGPT may assist in writing scripts for online sessions and coaching, educational, or promotional videos for their business.
- The chatbot can help create ads, service descriptions, social media or blog posts, email campaigns, and other marketing content for their gyms and personal brands.
- Nutritionists can quickly draft meal plans, recommend recipes, and compile corresponding grocery lists with estimated costs using ChatGPT.
- Fitness and nutrition professionals might access stats and analytics regarding their clients, products, sales, etc., through the chatbot.
- Clients might have the same ability regarding their performance and use ChatGPT as a source of wellness information, motivational tips, etc.
- A chatbot might also help them choose a gym and schedule that best meet their needs, recommend optimal gym wear for particular workouts, and more.
The potential applications of ChatGPT by B2B companies in the healthcare sector include the same customer service, marketing and sales, and decision-making tasks. For example, they can incorporate ChatGPT into scheduling solutions, doctor appointment booking apps, healthcare CRM systems, hospital management software, and similar products for healthcare businesses.
For instance, ChatGPT can be integrated with CRM systems like Salesforce to enable businesses to manage leads directly from the chatbot’s interface. By automating appointment scheduling, prescription refills, or answering FAQs, ChatGPT may help them reduce administrative costs.
Incorporated into a telehealth app for chronic care management or another mobile health app, ChatGPT may answer patients’ questions and address concerns in real time, assist in diagnosing medical conditions, offer personalized health recommendations, and more. This may help patients manage chronic conditions and increase the likelihood of seeking professional help or following through with treatment plans, improving patient outcomes.
Collecting patient data, ChatGPT may help improve the quality of care and personalize services.
- The chatbot can assist travelers in booking flights, hotels, etc., and enable them to communicate with travel providers.
- It can answer customers’ questions, provide personalized recommendations, and keep them informed about their flight status, weather conditions, local events, and other factors to plan a trip and travel comfortably.
- ChatGPT can provide round-the-clock customer support.
- The AI system can help travel providers generate travel product descriptions, marketing materials, blog posts, etc.
- Customer data collected and analyzed by ChatGPT may help them improve travel experiences, tailor their services to meet travelers’ needs and fine-tune their marketing campaigns.
ChatGPT has the potential to revolutionize the way B2B companies interact with customers, market their products and services, and perform day-to-day tasks. For instance, it can assist with creating educational and marketing content and employee recruitment.
Real-time communication with customers facilitated by ChatGPT can improve customer services, generate leads, accelerate buying decisions, and save time and money. It also helps build relationships.
ChatGPT will learn from its interactions and incoming data, making increasingly accurate predictions and recommendations and sounding more natural over time. Moreover, it will adapt to each company’s unique context to enhance user experience and increase productivity.
Business managers can refine their offerings and marketing strategies by leveraging the data collected through these interactions.
In a nutshell, ChatGPT is a valuable asset for any business looking to enhance user experience, boost productivity, stay competitive, and drive growth without overwhelming overhead costs.
The continued advancements in technology and the field of AI, ongoing digital transformation of various businesses and industries, and increasing demand for automation make the future of ChatGPT look highly promising. It may soon become ubiquitous, helping businesses and customers communicate, learn, and make decisions more efficiently.
In January 2023, Microsoft announced its intentions to invest $10 billion USD in OpenAI. It’s possible that ChatGPT capabilities will be integrated into the Bing search engine and the Microsoft Office Suite.
As it evolves, improves its capabilities, and integrates with other technologies, such as the Internet of Things and blockchain, more ChatGPT business ideas will surely pop up.
If you have any ideas or need assistance with implementing ChatGPT for your business purposes, please don’t hesitate to contact us. Onix can help
- develop a new software product leveraging the capabilities of ChatGPT
- add a new ChatGPT-driven feature to your existing software
What are the primary ways to use ChatGPT in business processes?
It’s most practical to leverage the capabilities of ChatGPT for business processes involving customers, employees, and written communication, such as:
- customer service and support
- marketing and sales
- employee recruitment and onboarding
- virtual assistants
- paperwork, emails, and translations
What industries are more likely to be transformed by ChatGPT?
However, ChatGPT can be used in virtually any industry and by a business of any size.
How can businesses get started with ChatGPT?
For personal use, anyone can set up and use ChatGPT as follows:
1) Go to www.openai.com and click the “Sign Up” button on the homepage. This will take you to the registration page.
2) Fill out the registration form: enter your name, email address, and a strong password.
3) Read through the terms and conditions of the ChatGPT platform, and then agree to them by checking the box. Click on the “Sign Up” button to complete your registration.
4) After signing up, you will receive a confirmation email. Follow the instructions in the email to verify your account and activate your ChatGPT membership.
5) Once your account is verified, log in to ChatGPT using the username/email address and password.
6) Once you have logged in, create a new chat room. Give it a name and description for others to know what it’s about.
7) Invite others to join your chat room by sharing the link or publicizing your chat room on social media or other websites.
8) Once people have joined your chat room, they can start chatting or use ChatGPT's features for collaboration.
9) When the chat is over, make sure to leave the chat room so that others know it’s available for use.
Software developers need to sign up for an OpenAI API key that enables them to access and use the AI model in their projects. They can install and set up ChatGPT in their system through the following steps:
1) Create an account on www.openai.com.
2) Browse through the API keys listed on the API page to generate a new key.
3) Copy and store the API key, so they can access the model whenever they need.
4) Python developers need to install the OpenAI Python Package to gain access to the model from the Python code.
Is ChatGPT free?
Yes, users can access the tool for free. However, subscribers paying $20/month for ChatGPT Plus can enjoy priority access during busy times, faster responses, and priority access to new features and improvements.