Home › Answers › Calls and customer service
Can I use ChatGPT for customer service?
Short answer
Yes, as a drafting assistant. ChatGPT is good at writing polite, clear replies to enquiries and complaints, and at building an FAQ from questions you're asked every week. Keep a person reading replies before they go out, keep customers' personal details out of personal accounts, and be careful about putting an unsupervised chatbot in front of customers.
Three levels of use
- Drafting (lowest risk). Paste the customer's message without their name and details, ask for a reply, edit it, send it yourself.
- Saved answers. Ask ChatGPT to turn your ten most common questions into short standard answers. Check them, then save them in your email, WhatsApp Business quick replies or website FAQ.
- A chatbot on your website or WhatsApp (highest risk). It answers customers without you. Only do this with a tool built for it, set up from your own approved answers, with a clear hand-off to a person and an honest label that it's automated.
Prompts to copy
Enquiry reply:
I run a [business] in [town]. Draft a friendly reply to this enquiry. Answer only from these facts: [services, areas, rough prices, availability]. If the customer asks something not covered, say I'll confirm personally. British English, under 100 words. Message: [paste without personal details].
Complaint:
Draft a calm reply to this complaint. Acknowledge the problem, don't admit legal liability, offer a call to put it right. British English, under 120 words. Complaint: [paste].
Keep these human
- Complaints that could become disputes, refunds or legal claims
- Anything involving safety (gas, electrics, structural)
- Vulnerable customers
- Decisions about money owed
Data and honesty
Use placeholders, turn off model training, and mention AI tools in your privacy notice if they process customer data. If a bot is talking to customers, say so. See do I have to tell customers I use AI? and is ChatGPT safe for business?
Related questions
Can ChatGPT answer WhatsApp messages automatically?
Not by itself. Some WhatsApp Business tools connect to AI. See WhatsApp Business AI tools.
What about phone calls?
That's a different tool: see what is an AI receptionist?
More on calls and customer service
- Are AI phone answering services any good?
- Can AI make and answer phone calls?
- Can an AI receptionist take restaurant bookings?
- Can Otter AI record phone calls?
- Does Gemini have voice chat like ChatGPT?
- Does Otter AI work with Teams, Zoom and Google Meet?
All calls and customer service answers · All answers · Guides · AI tools directory
Get one useful AI tool in your inbox each weekday
Free, plain English, five minutes to read. Unsubscribe any time.
See our privacy notice.