Week 7 - BALT 4362 - Customer Service Bot

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Many companies have implemented AI into their customer services, and I wanted to see how difficult it would be to make a bot using ChatGPT. For my first prompt, I asked ChatGPT to create a customer service bot that handles clients canceling memberships. Just off this prompt alone, ChatGPT came up with the purpose of the bot, "to handle customer cancellation requests politely and efficiently while attempting to retain the customer when possible (offering solutions, pauses, or discounts)" and a tone that the bot would respond with which included professional and empathetic. The bot would have the capabilities to identify intent (cancel, pause, or change membership), gather cancellation details, offer retention plans, and finally post-cancellation support with reactivation, billing, or access until the end of the billing period. It also gave an example of an interaction the bot would have with a customer canceling with optional add-ons that I would use if I actually had a company that needed this bot.

What impressed me the most was that this only took one prompt. I thought for sure I was going to have to keep refining what I was really asking, but this process took around 5 minutes in total. At the end of the response, ChatGPT gave me three options for this bot. It could "design the conversation logic in flowchart form", "generate working code", or "write a natural-language training prompt". I did not make it create the actual bot because I do not have a company, but when I asked for a breakdown of each of those options, this is the table it came up with. 

Option Skill Level Platform Type Customization Integration Depth Best For
1. Flowchart Design Beginner No-code builders Medium Moderate Visual chatbot setup
2. Working Code Developer Website/app High Full (APIs, CRMs) Tech teams
3. GPT-Prompt Bot Intermediate  OpenAI or LLM-based High Variable (via API) AI chat assistants



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