Unlock Your Social Listening Potential with ChatGPT
March 6, 2023
It’s hard to keep up in our fast-paced digital world. You’ve got to keep a close eye on what customers are saying online, who and what they’re paying attention to and where exactly your business fits in that conversation. Obviously, social listening is an essential practice for any business that wants to stay ahead of the curve and understand their customers better. However, analyzing vast amounts of data can be challenging, especially when it comes to conversational data.
Luckily, there’s an app for that!
By using ChatGPT, a natural language processing (NLP) model developed and trained by OpenAI, organizations can process those huge volumes of textual data from various sources, and even provide insights based on the analysis of that data.
Let’s say you’re a business manager attempting get a handle on your target audience’s perceptions of a product, service or industry topic, to identify key themes and issues related to a product, service or industry topic. ChatGPT can do that. This emergent technology can help summarize customer feedback and reviews collected from digital sources across the open web — fast.
Since ChatGPT first appeared late last year, we’ve witnessed an explosive adoption by brand managers, CX leaders and even R&D experts who use it to support their ongoing marketplace research and social-listening needs.
Here are three simple ways that ChatGPT can immediately assist any business or organization with their social listening practices:
- Data Collection: ChatGPT can be used to collect and filter data from different social media platforms, forums, blogs and other online sources. It can also be used to identify relevant keywords, hashtags and topics that are relevant to the conversation while tracking them over time.
- Intent Analysis: ChatGPT can be used to analyze the intent behind the language used in your collected data. This can help businesses and organizations understand the reasons behind customer feedback and identify opportunities for improvement.
- Response Generation: ChatGPT can also be used to generate responses to frequently asked questions or common customer issues. This can improve your organization’s customer service with quick and accurate responses to customer inquiries.
While all of this is incredibly exciting — yes, we are living in the future! — there’s always a caveat. And ChatGPT’s major limitation is that it’s only trained up to the model year of 2021, which means that it lacks information on current events or topics that require real-time data.
It is likely that OpenAI will soon update its database, enabling ChatGPT to provide near real-time data results. But the need for ongoing updates to keep ChatGPT current points to a future where human action will be required to validate the relevancy of any data collected, as well as the results presented.
That said, ChatGPT is still a powerful marketing and development tool to support your organization’s ongoing conversational data analytics and social listening practices. Whether you’re looking to improve your customer service, develop new products or simply gain a deeper understanding of your industry, ChatGPT can help you achieve your goals.
It’s clear: ChatGPT’s ability to process large volumes of textual data and provide valuable insights makes it an essential tool for businesses and organizations that want to understand their customers better. By properly adopting ChatGPT, businesses and organizations can gain a competitive advantage in their industry, providing better products and services to their customers.
If you would like to chat us (not a bot, honest) about AI-powered NLP tools or your own ongoing social-listening needs, contact us today to set up a brief meeting with a senior analyst from Metric Centric.