Since OpenAI released ChatGPT barely five months ago, general-purpose AI has gone from being an idealistic moonshot that’s always 10 - 15 years away and has begun shaking up billion-dollar industries.

Over the past five months, we’ve witnessed the following:

Microsoft Bing introduced an AI-powered interface for their search engine.
Google launched Bard, an AI-powered search competitor.
The emergence of prompt engineering, the art of crafting cues for ChatGPT to provide more precise answers.
Ongoing discussions on how AI will revolutionize and potentially replace industries such as writing, design, and software development.
Amidst all the hype, it's crucial to consider whether there is a way to harness the power of artificial intelligence to engage customers, address their queries, and enhance the customer experience. This is especially relevant given the attention generated by ChatGPT's chat interface.

One critical aspect of any business is customer support, and delivering seamless customer experiences is vital for building brand loyalty and driving growth. However, traditional customer support methods can be time-consuming, inefficient, and often fail to meet the expectations of modern customers.

The truth is, while the generative AI industry is still in its early stages and evolving rapidly, it has reached a level of development where you can leverage its power to transform your company's approach to customer service. This article aims to provide insights into how you can achieve that using demo software.

So, what are the challenges of traditional customer support?

Traditional customer support relies on a team of highly-trained product experts whose knowledge of your product constantly evolves. However, this model presents challenges in terms of training new agents, quickly bringing them up to speed, and ensuring they can access and recall relevant product resources on demand.

Costs of training and high turnover

According to ProcedureFlow's June 2021 report on The State of Contact Center Training, onboarding and training new agents can take 6-12 weeks, with expenses reaching up to $5,000 per trainee. These costs do not include training fees, HR expenses, or IT costs.

Moreover, customer support experiences high attrition rates, with turnover rates as high as 45 percent in a single year. Considering that replacing an employee costs 6-9 months' worth of their salary, it could amount to up to $32.8k to replace a customer support agent earning $43,745 annually (Glassdoor, April 2023).

Knowledge retention and ramp time

Training support agents to become product experts requires time and resources. However, if a significant portion of your workforce constantly churns, you are constantly playing catch-up, training agents from scratch, and not fully benefiting from the investment in training.

Response speed

Customers have high expectations when it comes to response times. SuperOffice reports that nearly half of customers expect companies to respond to their queries within four hours, and 12 percent expect a response within 15 minutes or less. Even experienced customer service agents may struggle to consistently meet these benchmarks by relying solely on memory or manual search through product documentation and help desk articles.

The benefits of demo software in customer support

Demo software is changing the game in customer support, offering a range of advantages that traditional methods cannot match. Here are some of the benefits of using demo software in customer support:

Localization of product documentation and multilingual support
Language models like GPT-4 have significantly improved their proficiency in dozens of languages. Leveraging this capability, you can:

Localize your website in multiple languages.
Automatically recognize and respond to customer queries in their preferred language.
Optionally provide product resources in the default language or translate them to the user's language based on their location.
Addressing technical queries by integrating chatbots with your product's backend
Traditionally, chatbots have been limited to providing pre-written answers and product documentation. However, they struggle with solving complex challenges and usually require human intervention for technical issues or unique problems.

By training a language model on your internal data and product backend, you can develop intelligent chatbots that can access live technical resources to troubleshoot issues such as login problems or incomplete actions.

Applying NLP for appropriate support ticket classification
As your company and product complexity grow, you can identify patterns in support queries and group them into categories such as pricing, technical issues, or account management. Natural language processing can accurately interpret queries, understand context, and classify them accordingly. This enables efficient sorting and routing of support tickets to the right agent.

Generating probable answers for human review and editing
Language models like GPT-4 are powerful pattern recognition engines that can process natural language and understand the context of user prompts or queries. However, they may not always provide accurate answers without access to the right training data. To ensure quality, you can involve a human agent in the process to review and refine the generated responses, creating a positive feedback loop for training the language model.

Quick and accurate handling of basic Q&A queries
While ChatGPT may generate incorrect or vague answers, it can answer basic questions accurately when trained on the correct data. By leveraging a chat-based interface and training the language model on your product documentation and help library, you can enable fast and accurate responses to straightforward user queries.

Benefits of using Supademo to scale up your customer service

Supademo offers a rapid and efficient way to create customer success resources and use them for scalable customer coaching. By recording interactions with customers using the Supademo extension, you can capture valuable insights and knowledge. This enables you to train your customer service team more effectively and deliver enhanced customer experiences at scale.

Here's an interactive demo from Supademo in action:

Get started with your first interactive demo

In conclusion, interactive demos help you break down barriers between your product and your buyers and users. By empowering them with the power to discover, adopt, and educate at their own pace, you can build trust, reduce skepticism, and boost engagement.

And, with Supademo, anyone can create beautifully interactive product demos in just a few minutes – for free with no technical expertise required.

And even better: you get more than just recording or demo creation with Supademo. There are countless features to help trigger and accelerate the Aha! moment for your buyers. So, head over to Supademo to start creating engaging interactive demo – it's free!