ChatGPT as customer support

[Maxipa]

I have hundreds of new leads coming in daily that I cant process myself currently.

I was thinking to use ChatGPT for this purpose as its relatively simple, chatgpt just needs to go through some question and then refer them to my website.

For that I export all leads into an excel file, where there is a column called Conversation and one called Response

In the conversation column are all the leads, all having their own cell/row to be separated. In the Response column, ChatGPT needs to fill in the response.

The prompt looks like this:

You please have to reply to people to the following conversations I’ve sent. You can find the conversations in the column called “Conversation” and please fill in the reply in the column called “Response”.

There are different types of conversations that need different answers. If people replied to my question “Have you ever ran any Meta Ads?” then here are the replies for them:

If people reply with “Yes or No” or anything similar, you reply exactly with:

The reason I’m asking is because we scale businesses by running Meta Ads for them. Would you like to know how we can implement this to also scale your business?

If people reply with “What is that?” or question marks, simply not understanding what Meta Ads are, you reply with:

Meta Ads refers to running ads on all Meta Platforms like Facebook or Instagram. The reason I’m asking is because we scale businesses by running Meta Ads for them. Would you like to know how we can implement this to also scale your business?

If people don’t reply anything in that direction, just brainstorm a reply based on the knowledge you have now about Meta Ads and what I provide. My name is Max, I represent a Marketing Agency that scales businesses by running Meta Ads.

If there was an automatic or an unrelated response, ignore the conversation.

Now ChatGPT just randomly replies to the conversations, there is no structure or any understanding.

[PaulBellow]

Heya!

Are you using a Custom GPT? How are you uploading the data to ChatGPT?

[Maxipa]

Im working through ChatGPT directly, i upload the file up and start the chat

[PaulBellow]

How big is the file?

Are you just putting the instructions as a chat message or as “instructions”?

I’d maybe try setting up a Custom GPT with the data.

[trenton.dambrowitz]

It also sounds like the model might benefit from having more examples of how responses should look, perhaps you could try giving it at least 5 examples with a fairly consistent format?

[Maxipa]

336 KBs, 699 rows each cell in the column is a conversation

a typical conversation:

8/7/2024 8:14 AM - potential client: Meta Ads regarding what?
8/6/2024 8:41 PM - me: Did u at any point run any Meta Ads?

8/6/2024 8:56 PM - potential client: Yes, I have!
8/6/2024 8:24 PM - me: Did u at any point run any Meta Ads?

there are also a bunch of auto replies

8/5/2024 11:59 AM - potential client: Thanks for messaging us. For XXXXX enquiries, please email XXXX
8/5/2024 11:59 AM - me: Did u at any point run any Meta Ads?

[Maxipa]

I now created my own GPT and uploaded a correctly filled in file at knowledge. But it still doesn’t work well

[polepole]

Hi @Maxipa

I used GPT-4o.

First, I created an ‘.xlsx’ file with 699 rows.

Second, I used this prompt:

You are a virtual assistant helping Max from a Marketing Agency respond to leads about Meta Ads. I am providing you with an Excel file where each row contains a conversation in the "Conversation" column. Your task is to generate appropriate responses based on the following guidelines and fill them in the "Response" column. After processing, you will save the file in the '.xlsx' format without altering the content in the "Conversation" column.

#### Guidelines:

1. If the conversation mentions "Yes, I have" or "No, I haven't" in response to a question like "Have you ever ran any Meta Ads?" or similar variations:
   - Respond with:  
   "The reason I’m asking is because we scale businesses by running Meta Ads for them. Would you like to know how we can implement this to also scale your business?"

2. If the conversation includes a question or statement like "What is that?", "Meta Ads regarding what?", or any expression of confusion about Meta Ads:
   - Respond with:  
   "Meta Ads refers to running ads on all Meta Platforms like Facebook or Instagram. The reason I’m asking is because we scale businesses by running Meta Ads for them. Would you like to know how we can implement this to also scale your business?"

3. If the conversation contains an automatic reply or an unrelated response, such as "Thanks for messaging us. For [enquiry type] enquiries, please email [client_name]@[domain]":
   - Skip these conversations and leave the "Response" column blank.

4. For any other types of responses that don’t fit into the above categories:
   - Craft a personalized reply that introduces Max and explains that he represents a Marketing Agency that specializes in scaling businesses through Meta Ads. Use the context provided in the conversation to generate a relevant and engaging response.

### Example Input and Output:

Conversation:  
8/13/2024 12:17 AM - Mike Doe: Yes, I have!  
8/28/2024 3:28 AM - Customer Service: Have you ever ran any Meta Ads?

Response:  
"The reason I’m asking is because we scale businesses by running Meta Ads for them. Would you like to know how we can implement this to also scale your business?"

---

Conversation:  
8/26/2024 5:53 AM - Emma Wilson: No, I haven't.  
8/20/2024 12:13 AM - Chris Taylor: Meta Ads regarding what?

Response:  
"Meta Ads refers to running ads on all Meta Platforms like Facebook or Instagram. The reason I’m asking is because we scale businesses by running Meta Ads for them. Would you like to know how we can implement this to also scale your business?"

---

Conversation:  
8/5/2024 11:59 AM - Jane Felix: Thanks for messaging us. For billing enquiries, please email jane.felix@polepole.example  
8/5/2024 11:59 AM - Customer Service: Did u at any point run any Meta Ads?

Response:  
[No response needed - skip this conversation]

---

Conversation:  
8/21/2024 2:14 PM - Liam Brown: Why do you ask about Meta Ads?  
8/20/2024 12:10 PM - Customer Service: Have you ever ran any Meta Ads?

Response:  
"Hi Liam, I’m Max from a Marketing Agency that specializes in scaling businesses through Meta Ads. The reason I asked is that we have a proven track record of helping businesses grow by leveraging the power of Meta Ads. I’d love to share more about how we could do the same for your business."

---

### Instructions for Saving the File:
- After generating the responses, save the file in the `.xlsx` format.
- Ensure that the "Conversation" column remains unchanged in the output file.

###

I will provide my file. Are you ready?

Third, I uploaded file.

Final scene:

[anthonymc5]

Increasing the number of examples seems like a good idea to me, too. Perhaps even more than five, but yes, at least that much.

[Maxipa]

that’s not bad actually. Thank you for the help!! Unfortunately it didnt fully work yet, even when i imported like 200 conversations and their replies as an example. Not sure the issue, but I feel like people just answer so many different things that chatgpt cant handle it.

I also get a bunch of spam messages from bots that i export as well which chatgpt cant handle as well as all types of different auto replies.

[dimitrisgi]

Format the conversation column with asceding order of the messages (now you have first the answer of the customer and second your initial question)

8/5/2024 11:59 AM - Jane Felix: Thanks for messaging us. For billing enquiries, please email [my email]
8/5/2024 11:59 AM - Customer Service: Did u at any point run any Meta Ads?

reverse them to have first the customer service then Jane for example answering…

===Try this prompt -and better make it a CustomGPT with the instructions, and either upload the file on chat or edit the customgpt and update the file there everytime u change it. ///

***Task Overview:
You are a virtual assistant helping Max from a Marketing Agency respond to leads specifically about Meta Ads. You will be provided with an Excel file, where each row contains a conversation in the “Conversation” column. Your task is to generate appropriate responses based on the guidelines provided and fill them in the “Response” column. After processing, save the file in ‘.xlsx’ format without altering any content in the “Conversation” column.

1. Understand the Context: Carefully read the content in the “Conversation” column for each row. Ensure you fully comprehend the lead’s inquiries, concerns, or statements regarding Meta Ads.
2. Craft Accurate Responses: Based on the context of each conversation, generate a well-articulated, accurate, and contextually appropriate response. Ensure the response directly addresses the lead’s queries or comments about Meta Ads, reflects Max’s professional tone, and aligns with the marketing agency’s objectives.
3. Maintain Format Integrity: Enter your response into the corresponding “Response” column without making any changes to the “Conversation” column or other parts of the file. Ensure that your responses are grammatically correct, clear, and concise.
4. Save the File: After completing the responses for all rows, save the Excel file in the ‘.xlsx’ format, ensuring that no data outside of the “Response” column is altered or affected.
5. Focus on Accuracy and Tone: Your goal is to deliver responses that are not only accurate in terms of the information provided but also match the professional tone expected from Max’s agency. Each response should be tailored to the specifics of the conversation, avoiding generic replies.
   By following these steps, you will help Max effectively engage with potential leads and foster positive communication.
   *** Guidelines for Response Generation:
   Handling Direct Responses about Experience with Meta Ads:
   Trigger: If the conversation includes phrases like “Yes, I have” or “No, I haven’t” in response to a question such as “Have you ever run any Meta Ads?” or similar variations.
   Response:
   Use the following template:
   “The reason I’m asking is because we specialize in scaling businesses by running Meta Ads for them. Would you like to know how we can implement this to also scale your business?”
   Addressing Confusion or Questions about Meta Ads:
   Trigger: If the conversation contains questions or expressions of confusion such as “What is that?”, “Meta Ads regarding what?”, or any other query indicating a lack of understanding about Meta Ads.
   Response:
   Use the following template:
   “Meta Ads refers to running advertisements on Meta Platforms like Facebook and Instagram. The reason I’m asking is because we specialize in scaling businesses through Meta Ads. Would you like to learn more about how we can implement this to grow your business?”
   Handling Automatic Replies or Unrelated Responses:
   Trigger: If the conversation includes automated replies, unrelated responses, or instructions to contact via email, such as “Thanks for messaging us. For [enquiry type] enquiries, please email [client_name]@[domain]”.
   Response:
   Action: Leave the “Response” column blank. No response is required.
   Crafting Personalized Responses for Miscellaneous Situations:
   Trigger: If the conversation does not fit into any of the above categories.
   Response:
   Action: Create a personalized response introducing Max and his role at the Marketing Agency. Explain that the agency specializes in scaling businesses through Meta Ads. Utilize the context provided in the conversation to tailor a relevant and engaging reply. Ensure the response is professional, clear, and aligned with the aim of generating interest in Meta Ads services.
   ###Additional Instructions:
   Accuracy: Ensure all responses are relevant to the conversation context and align with the intent of generating leads for Meta Ads services.
   Consistency: Maintain a consistent tone that is professional, friendly, and informative.
   File Integrity: Do not alter any content in the “Conversation” column. Only add content to the “Response” column as specified.
   File Format: After completing the task, save the file in ‘.xlsx’ format.

===
Also on the examples, the dates are not needed, and are using tokens for no reason and will be better to remove them.
Also, it would be better to remove the names and keep only the conversations, and have it labeled with “Question” / “Answer” or “Customer” / “Support” etc.

[thomas11]

We’ve done similar things by creating an SQLite database and creating tasks that selects records, or triggered from API, that automatically generates relevant emails …

[Tin627001]

Done something similar with answering question with customer request. Please refer to plasticpages website

[yendiskhan]

It might be that you need to elaborate (explain/give more context to what u want to achiev. This might clarify your intentions and u get the job done. Hopefully. Hope it does the trick for u. Try different approaches towards your end result. To see if things still go as they should

Gz(greetz)
YendisZ