Exploring the Potential of ChatGPT to Improve Customer Service in MSMEs

Abstract

MSMEs have an important role in a country's economy. In the digital era like now, chatbot becomes one of the popular solutions used by MSMEs to improve their customer service. However, traditional chatbots still have limitations in understanding human language. This research aims to explore the potential of ChatGPT, a deep learning-based natural language model, to improve customer service in MSMEs. The focus of this study is primarily qualitative. Methods for gathering information included paying close attention and taking detailed notes, with subsequent analysis included data reduction, visualization, and inference. The study results show that exploring the potential of ChatGPT in improving customer service in MSMEs is promising and has many benefits. In MSME businesses, paying attention to the quality of customer service is of paramount importance. ChatGPT can help MSMEs improve the efficiency and quality of customer service, and provide a better experience for customers.