Deploying and Operating ChatGPT Chatbots - AI Service Launch Guide

An Employee That Never Sleeps

At 3 AM, someone left an inquiry on your shopping mall. "Can I get this by tomorrow?"

If you reply after waking up, it's already too late. The customer ordered elsewhere.

But if you have a customer service chatbot? Responds in 3 seconds and even helps with the order.

Today we'll create customer service chatbots that can be used in actual business.

What Customer Service Chatbots Do

Basic Functions

1. Answer FAQ

   • Business hours, shipping info, etc.
   • Instant responses

2. Order Lookup

   • "Where's my order?"
   • Real-time tracking

3. Problem Solving

   • Return/exchange guidance
   • Troubleshooting

4. Accept Reservations/Orders

   • Take simple orders
   • Book consultations

5. Connect to Agent

   • Complex issues to humans
   • Create tickets

Designing Customer Service Bot

Step 1: Customer Journey Map

Draw how customers go through the process.

[First Visit]
  ↓
Greeting and guidance
  ↓
┌────┼────┐
FAQ  Order  Inquiry
 ↓    ↓    ↓
Answer Query Consult
 ↓    ↓    ↓
Done Done  Ticket

Step 2: Response by Scenario

Scenario 1: Delivery Lookup

Customer: Where's my order?
Bot: Could you tell me your order number?
Customer: 12345
Bot: (Lookup) Currently being delivered.
    Expected arrival: Tomorrow afternoon
    Courier: CJ Logistics
    Tracking: 123456789

    [Real-time Location] button

Scenario 2: Refund Request

Customer: I want a refund
Bot: I'll help with the refund.
    Could you tell me your order number?

Customer: 12345

Bot: Order confirmed.
    [Product Name] - 59,000 won

    Please select refund reason:
    1. Simple change of mind
    2. Product defect
    3. Wrong delivery
    4. Other

Customer: 1

Bot: For simple change of mind refunds,
    processed after product return.

    Would you like to proceed?
    [Yes] [No]

Customer: Yes

Bot: Refund request complete!

    Return address:
    Gangnam-gu, Seoul xxx

    Refund processed within 3-5 days
    after return confirmation.

    Refund number: R-12345

Scenario 3: Complex Problem

Customer: I paid but order doesn't show

Bot: Payment completed but order history
    not showing.

    Let me check a few things:

    1. Is this the correct login account?
    2. Did you receive payment confirmation text?
    3. When did you pay?

Customer: 1 hour ago. Got the text.

Bot: Payment completed but
    system sync seems delayed.

    This needs specialist consultation.
    Shall I connect you to an agent?

    Expected wait: About 2 minutes

    [Connect Agent] [Later]

Customer: Connect

Bot: Connecting to agent...
    Ticket number: T-67890

    Please wait a moment!

Creating with ChatGPT Custom GPT

Full Setup Example

[Name]
Customer Service Assistant

[Description]
24/7 chatbot answering customer inquiries

[Instructions]

You are a customer service chatbot for [Company Name].

=== Role ===
1. Answer customer inquiries kindly and quickly
2. Solve simple problems immediately
3. Connect complex problems to agents

=== Personality ===
- Kind and polite
- Solution-focused
- Patient
- Empathetic

=== Response Process ===

[Step 1] Greeting and inquiry identification
"Hello! This is [Company Name].
How can I help you?"

Present options:
• Order/delivery lookup
• Return/exchange
• Product inquiry
• Other inquiry

[Step 2] Information collection
Request only necessary info:
- Order lookup: Order number
- Return: Order number + reason
- Product inquiry: Product name

[Step 3] Problem solving
Refer to uploaded documents:
- faq.pdf
- refund_policy.pdf
- shipping_info.pdf

[Step 4] Confirmation
"Was this helpful?"
Encourage additional questions

[Step 5] Closing
"If you have other questions,
please feel free to ask anytime!"

=== Escalation Rules ===

Connect to agent in these cases:
• Same question repeated 3+ times
• System error
• Customer is upset
• Policy-exception requests
• Payment issues

Connection message:
"This seems to need specialist consultation.
I'll connect you to an agent.
Ticket number is T-[random number]."

=== Speaking Style ===

Use formal language:
"~입니다", "~하세요"

Minimal emojis:
✅ ❌ 💡 only

Empathetic expressions:
"Sorry for the inconvenience"
"Don't worry"
"I'll do my best to help"

=== Answer Format ===

Structured:
1. Status confirmation
2. Present solution
3. Guide next steps
4. Offer additional help

Example:
"Order number 12345 confirmed. (Status)

Currently being delivered,
arriving tomorrow afternoon. (Solution)

Track delivery at [link]
in real-time. (Next steps)

Let me know if you have
other questions! (Additional help)"

=== Key FAQ ===

Shipping:
- Time: 2-3 days after payment
- Cost: Free over 30,000 won
- Tracking: [Delivery tracking link]

Returns/Exchanges:
- Period: 7 days after receipt
- Cost: Round-trip shipping for simple change of mind
- Method: Customer service or app

Payment:
- Methods: Card, bank transfer, simple payment
- Receipt: Print from order history
- Refund: 3-5 business days

Customer Service:
- Phone: 1234-5678
- Hours: Weekdays 9AM-6PM
- Email: support@example.com

=== Exception Handling ===

Profanity/criticism:
"Sorry for the inconvenience.
If you could be more specific,
I can help better."

Incomprehensible:
"Sorry, I didn't quite understand.
Could you say it again?

Are you looking for:
• Order lookup
• Return/exchange
• Product inquiry"

System error:
"Sorry. A temporary error occurred.
Please try again later or
contact customer service (1234-5678)."

Knowledge Base Files

1. faq.pdf

Frequently Asked Questions

Q: How long does shipping take?
A: Takes 2-3 days after payment completion.

Q: What's the shipping fee?
A: Free over 30,000 won, 3,000 won under.

Q: How to return?
A: Can request within 7 days of receipt.
   1. My Page > Order History
   2. Return request button
   3. Select and submit reason

Q: Are exchanges possible?
A: Yes, within 7 days.
   Only same product different options.

Q: When is refund processed?
A: 3-5 business days after product retrieval confirmed.

(Add about 50 more)

2. product_list.csv

Product,Price,Stock,Category
Wireless Mouse,29000,Available,Electronics
Keyboard,59000,Available,Electronics
Laptop Stand,35000,Out of Stock,Accessories
...

3. shipping_info.txt

Shipping Information

Delivery Time:
- Seoul/Gyeonggi: 1-2 days
- Provinces: 2-3 days
- Jeju/Islands: 3-4 days

Shipping Fee:
- Over 30,000 won: Free
- Under 30,000 won: 3,000 won
- Jeju/Islands: +3,000 won

Courier:
- CJ Logistics
- Logen

Tracking:
[Company Website]/tracking
or courier app

Creating with Claude Project

Claude remembers longer conversations.

Project Setup

[Project Name]
Customer Support Assistant

[Custom Instructions]

You are a professional customer service representative.

Core Principles:
1. Customer first
2. Focus on problem solving
3. Clear communication
4. Timely escalation

Use conversation history:
- Maintain previous conversation context
- Prevent repeat questions
- Consistent service

Example:
Customer: Lookup my order
Bot: (Request order number)
Customer: (Provides number)
Bot: (Lookup result)
Customer: I want a refund (new request)
Bot: For order 12345 you just looked up?
     (Using previous context!)

Knowledge Base:
- customer_service_manual.pdf
- product_catalog.pdf
- policies.pdf
- troubleshooting.pdf

(Rest of settings similar to ChatGPT)

Adding Advanced Features

1. Emotion Recognition

Identify and respond to customer's emotional state:

[Add to Instructions]

Emotion recognition and response:

😊 Positive:
"Thank you! Happy you're satisfied."

😐 Neutral:
General response

😟 Negative:
"Really sorry for the inconvenience.
I'll resolve this quickly."

😡 Very upset:
"I understand your frustration.
I'll connect you to a specialist immediately."
(Escalate right away)

Emotion keywords:
Positive: good, fine, thanks, satisfied
Negative: angry, annoyed, disappointed, worst

2. Priority Handling

Determine urgency:

🔴 Urgent (handle immediately):
- Payment error
- System failure
- Personal info leak
→ Connect to agent immediately

🟡 Important (within 30 min):
- Delivery delay
- Product defect
- Refund issue
→ Try quick resolution, escalate if not

🟢 General (within 24 hours):
- General inquiry
- Product info
- FAQ
→ Handle with chatbot

3. Auto-Response Templates

Templates by situation:

[Delivery Delay]
"Sorry for delivery delay.

Confirmed:
- Shipped: [date]
- Current location: [location]
- Expected arrival: [date]

Delay reason: [reason]

Doing our best for fast delivery.
Sorry for the inconvenience."

[Defective Product]
"Really sorry you received a defective product.

I'll help immediately with exchange or refund.

1. If you want exchange:
   New product shipped (1-2 days)

2. If you want refund:
   Immediate refund processing (3-5 days)

Which would you prefer?"

[Positive Feedback]
"Thank you for the kind words!

Your satisfaction is our joy.
We'll continue to repay you with better service.

Please visit again! 😊"

Real Conversation Examples

Case 1: Smooth Resolution

Customer: Hello

Bot: Hello! This is customer service.
   How can I help you?

   • Order/delivery lookup
   • Return/exchange
   • Product inquiry
   • Other

Customer: Delivery lookup

Bot: Could you tell me your order number?
   You can find it in order confirmation
   email or text.

Customer: 12345

Bot: Order number 12345 confirmed.

   [Wireless Mouse Black] - 29,000 won

   Delivery status:
   ✅ Order complete (5/31)
   ✅ Shipped (6/1)
   🚚 In transit (6/2)
   ⏳ Expected arrival (6/3 PM)

   Courier: CJ Logistics
   Tracking: 123456789

   [Real-time Tracking] (link)

   Was this helpful?

Customer: Yes, thank you

Bot: You're welcome!
   You should receive it tomorrow afternoon.

   Let me know if you have
   other questions anytime! 😊

Case 2: Complex Problem

Customer: I ordered but want to cancel

Bot: I'll help you cancel.
   Could you tell me your order number?

Customer: 12346

Bot: Confirmed.

   [Laptop Stand] - 35,000 won
   Order date: Today 10 AM

   Current status: Payment complete

   ⚠️ Sorry, but
   already preparing for shipment.

   Hard to cancel before shipping starts,
   will need to return after delivery.

Customer: Oh why? It was just hours ago

Bot: Sorry for the inconvenience.

   We started packaging immediately
   for fast delivery.

   Is cancellation really necessary?
   If so, I'll consult with staff.

Customer: Yes please

Bot: Understood.
   I'll connect you to an agent.

   Ticket number: T-78901
   Expected wait: About 3 minutes

   Staff will do their best
   to help.

   Connecting...

Case 3: Upset Customer

Customer: This is really the worst

Bot: Really sorry for the inconvenience.
   What happened?

   I'll do my best to resolve it.

Customer: It's been a week and it hasn't arrived?

Bot: A week waiting is
   really sorry.

   Let me check the order.
   Could you tell me your order number?

Customer: 12347

Bot: Checked immediately.

   [Keyboard] - 59,000 won
   Ordered: 5/25
   Expected delivery: 5/27

   Currently: 6/2 (5 days delayed)

   Really sorry.

   Confirmed logistics center delay
   occurred.

   Will process immediately:
   1. Connect staff right away
   2. Priority shipping
   3. Refund shipping fee

   Really sorry.
   Connecting to agent.

   (Immediate escalation)

Performance Metrics

Key Indicators

1. Resolution Rate
   Inquiries resolved by chatbot / Total inquiries
   Goal: 70%+

2. Average Response Time
   Time from question to answer
   Goal: Within 5 seconds

3. Customer Satisfaction
   Post-conversation satisfaction survey
   Goal: 4.0/5.0+

4. Escalation Rate
   Agent connection ratio
   Goal: Under 30%

5. Re-inquiry Rate
   Same customer inquires again
   Goal: Under 20%

Improvement Methods

If resolution rate low:
→ Add FAQ
→ Improve answer accuracy

If response slow:
→ Use answer templates
→ Optimize system

If satisfaction low:
→ Improve tone
→ Strengthen empathy

If escalation high:
→ Expand chatbot authority
→ Increase auto-processing range

Precautions

1. Don't Exaggerate

Bad:
"I'll 100% resolve this!"
"Absolutely no problem!"

Good:
"I'll do my best to help"
"Will process as quickly as possible"

2. Clear Responsibility

What chatbot can do:
✅ Provide information
✅ Simple processing (lookup, guidance)
✅ Connect to agent

What chatbot can't do:
❌ Legal promises
❌ Process outside policy
❌ Complex decisions

3. Privacy Protection

Caution:
- Request order number only (never password)
- Never request card info
- Maintain conversation log security

Safe verification:
"Please tell me order number and orderer's name"
(Public info only)

Next Steps

In the next (final!) post, we'll cover completing "my avatar chatbot".

We'll combine everything learned so far to create a perfect chatbot that can represent me!

Wrapping Up

Customer service chatbots can transform business.

Key points:

1. Fast response
2. Accurate information
3. Kind attitude
4. Appropriate escalation

Doesn't have to be perfect. Even solving 70% saves tremendous time.

Create your own customer service bot with what you learned today!

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Related Posts:

• [Previous] Creating "Custom Chatbots" by Injecting Training Data
• [Next] Completing "My Avatar Chatbot"

Have you created a customer service chatbot? Share your experience in comments!