ChatGPT for Customer Service: Top 10 Use Cases in 2025

Generative AI tools have gained widespread popularity recently, and ChatGPT is among the most popular ones. As one of the large language models, its primary function is text generation, but it also offers other benefits, such as enhancing customer service experiences.

See 10 use cases of ChatGPT for customer service and real-life examples and show the benefits of it to improve customer service operations and to achieve excellent customer service.

10 Use Cases of ChatGPT for Customer Service

1- Automated 24/7 Customer Support

The automated 24/7 customer support provided by ChatGPT utilizes the model’s natural language processing capabilities to deliver continuous, real-time assistance to customers at any hour of the day. By integrating ChatGPT into customer service systems, companies can ensure that customer inquiries are handled promptly—even outside of traditional business hours.

This always-on support is especially valuable for businesses operating across different time zones or in industries where customers expect instant responses, such as e-commerce, SaaS, or online services. ChatGPT can manage a wide range of queries, including frequently asked questions, order tracking, return requests, and general troubleshooting.

With automated 24/7 support, companies can enhance customer satisfaction, reduce response times, and alleviate the workload on human agents by allowing them to focus on more complex issues.

2- Multilingual support

The multilingual support offered by ChatGPT for customer service involves using the system’s large language model capabilities to provide support to customers who speak different languages. ChatGPT can be trained on a variety of languages and can translate messages from one language to another in real time (see Figure 1).

With multilingual support, ChatGPT can help companies to expand their customer base and provide customer service to a global audience. It can be particularly useful for companies that have a global customer base, or that are expanding into new markets where different languages are spoken.

3- Sentiment analysis

Sentiment analysis is used to identify customers who are unhappy or dissatisfied with a product or service, and to take steps to address their concerns before they escalate. Sentiment analysis, which is also called opinion mining, uses natural language processing (NLP) and text mining to decipher the emotional context of written materials.

ChatGPT for customer service can be trained to recognize a wide range of emotions, including happiness, sadness, anger, and frustration. When a customer sends a message, ChatGPT can analyze the message to determine its sentiment and provide a response that is tailored to the customer’s emotional state.

In addition to providing real-time support, sentiment analysis with ChatGPT can also be used to identify patterns and trends in customer sentiment over time. By analyzing customer messages over a period of weeks or months, companies can identify areas where they may need to improve their products or services.

Also, by generating synthetic sentimental text data, it can be used to mitigate the data imbalance issue for the sentiment analysis of users’ opinions (as in the Figure 2) in many contexts such as education, customer services, etc.

Here is an example using GAN-based models for synthetic text generation:

Real Life Example: Instacart

Instacart, a popular online grocery delivery platform, integrated OpenAI’s ChatGPT to improve the shopping experience for its users. The AI tool was employed to answer a wide range of customer service inquiries, including product availability, nutritional information, and even offering meal planning suggestions based on available items.

For instance, if a user asked for meal ideas, ChatGPT for customer service could recommend recipes using products available on Instacart, making the shopping process more engaging and personalized. The AI’s ability to quickly and accurately provide responses helped reduce the load on human customer service agents, enabling faster resolution of customer issues and providing a more seamless experience.

According to their blog, this integration resulted in increased customer satisfaction, as users could get instant answers to their queries and a more personalized experience. It also helped the company manage large volumes of customer inquiries more efficiently, especially during peak times.¹

Check out our article on the top sentiment analysis tools and a buyer’s guide, if interested.

4- Personalized responses

Another use case of using ChatGPT for customer service is personalizing customer responses. ChatGPT can be trained on customer data, such as:

• Past purchases
• Chat history
• Customer feedback

to create a personalized profile for each customer. When a customer sends a message, ChatGPT for customer service can use this profile to provide relevant responses tailored to the customer’s specific needs and preferences.

Real Life Example: Expedia

Expedia, one of the world’s leading online travel companies, adopted ChatGPT to assist travelers in planning their trips. With the AI integration, customers could interact with ChatGPT to get suggestions for destinations, find accommodations, or explore activities based on their preferences.

For example, if a customer was unsure about where to go for a summer vacation, they could engage with ChatGPT to receive tailored recommendations based on budget, climate preferences, or even cultural interests. This level of interaction reduced the time customers spent searching through the site and improved the overall user experience.

The use of ChatGPT not only streamlined the travel planning process but also allowed customers to receive personalized responses that helped them make quicker and more informed decisions. As a result, Expedia saw an increase in customer satisfaction and engagement² .

5- Quick responses to customer inquiries & complaints

ChatGPT can be trained to recognize and respond to common customer complaints, such as issues with product quality, shipping delays, or billing errors. When a customer sends a message with a complaint, ChatGPT can analyze the message and provide a response that addresses the customer’s concerns and offers potential solutions.

Quick responses with ChatGPT can help to improve customer satisfaction by providing timely and effective support for customers who are experiencing issues or problems. By responding quickly to complaints, companies can reduce the likelihood of negative reviews or social media post and improve their overall reputation and brand image.

Real Life Example: Shopify

Shopify, a leading e-commerce platform, integrated ChatGPT to assist merchants with managing their online stores. Shopify used the AI to help merchants answer questions related to setting up their store, troubleshooting issues, and improving their store’s performance. For example, if a merchant was struggling with setting up payment gateways, they could ask the AI and receive step-by-step guidance.

Additionally, ChatGPT could recommend best practices for improving customer service and optimizing store layouts to increase sales. This service allowed merchants to resolve issues without the need to wait for human assistance, which was particularly useful for smaller businesses operating outside of traditional working hours.

The AI helped to reduce the workload on Shopify’s customer support team and provided merchants with quick solutions, improving the efficiency of managing their online stores. The implementation also resulted in improved merchant satisfaction and higher retention rates³ .

6- Creating customer emails

ChatGPT can create personalized email templates for individual customers with given customer information. When the company wants to send an email to a customer, ChatGPT can use a template to generate an email that is tailored to the customer’s individual preferences and needs.

For example, if a customer has recently purchased a product, ChatGPT can generate an email that provides additional information about the product, such as tips for use or information on related products. If a customer has recently experienced an issue with a product or service, ChatGPT can generate an email that addresses their concerns and offers potential solutions (see Figure 3).

7- Replying to customer reviews

When a customer leaves a review or comment on online review platforms or your website, ChatGPT can be used to generate a response that addresses the customer’s concerns and offers potential solutions or assistance.

By responding to negative reviews or comments in a timely and effective manner, companies can reduce the impact of negative feedback and improve their overall reputation and brand image.

Real Life Example: SnapTravel

SnapTravel, a travel agency known for offering personalized hotel deals through messaging apps, integrated ChatGPT to enhance its customer interaction. Customers could interact with the AI through chat platforms like WhatsApp and Facebook Messenger to get instant hotel recommendations based on their preferences.

This personalized, conversational approach increased user engagement and satisfaction, as customers found the experience of booking hotels through a messaging app both convenient and efficient. The AI helped SnapTravel offer 24/7 customer service, which reduced wait times and boosted booking rates⁴ .

8- Answering FAQs

ChatGPT can be trained on a company’s FAQ page or knowledge base to recognize and respond to common customer questions. When a customer sends a message with a question, ChatGPT can analyze the message and provide a response that answers the customer’s question or directs them to additional resources.

Answering FAQs with ChatGPT can help to improve customer satisfaction and reduce the workload on human customer service representatives by providing customers with quick and accurate responses to their questions.

Real Life Example: KLM Royal Dutch Airlines

KLM Royal Dutch Airlines has integrated AI-based chat solutions, including ChatGPT, to handle a wide range of customer queries through their social media channels. The AI tool helps answer common customer service questions such as baggage allowances, flight changes, and boarding information, and also assists with booking and flight status inquiries.

The system is designed to provide quick and accurate responses, allowing customers to resolve issues without having to wait for human agents. For more complex queries, the AI escalates the conversation to a human agent, ensuring the customer gets the best service.

KLM’s use of AI has allowed the airline to handle a higher volume of customer queries efficiently. The integration of ChatGPT has not only increased customer satisfaction by reducing response times but also enabled KLM to offer 24/7 support through social media, improving overall customer engagement⁵ .

9- Internal Support for Customer Service Teams

ChatGPT can also be used as an internal assistant for customer service teams, providing real-time support to agents as they handle inquiries. By integrating ChatGPT with internal knowledge bases, FAQs, product documentation, and CRM systems, agents can quickly retrieve the information they need to respond accurately and efficiently to customers.

This internal support function helps reduce the time agents spend searching for answers, enables faster onboarding of new team members, and ensures consistency in responses. ChatGPT can suggest replies, summarize long documents, or even generate troubleshooting steps based on the context of a ticket.

By acting as a co-pilot during live support sessions, ChatGPT enhances agent productivity, improves first-contact resolution rates, and contributes to a smoother customer service operation overall—especially in fast-paced or high-volume environments.

10- Feedback Collection and Analysis

ChatGPT can be leveraged to automate the process of collecting and analyzing customer feedback after support interactions or product experiences. By engaging customers through natural, conversational prompts, ChatGPT encourages higher response rates for surveys such as CSAT (Customer Satisfaction), NPS (Net Promoter Score), or open-ended reviews.

Beyond simply collecting responses, ChatGPT can analyze the sentiment and key themes within the feedback in real time. It can categorize responses (e.g., positive, negative, neutral), identify common pain points, and highlight areas for improvement.

This capability enables companies to gain actionable insights at scale without relying solely on manual data review. It supports continuous improvement of customer service operations, product development, and overall user experience strategies.

Benefits of Using ChatGPT in the Customer Service Industry

1- Automation

ChatGPT can automate routine tasks, such as answering frequently asked questions, providing instructions for common issues, and handling simple customer requests. By automating these tasks, ChatGPT can help to: 

• Reduce the workload on customer service agents (e.g., customer service chatbots)
• Improve the efficiency of customer service operations and the customer experience
• Decrease the likelihood of errors or mistakes

2- 24/7 Availability

When integrated into customer service chatbots, ChatGPT can provide customer support around the clock, even outside of normal business hours, allowing customers to get help whenever they need it. This can help to improve customer satisfaction and reduce the likelihood of customers becoming frustrated or dissatisfied if they are unable to get help when they need it.

3- Scalability

ChatGPT can handle customer inquiries in large amounts, making it an ideal solution for companies with a large customer base or a high volume of customer interactions. It can handle multiple conversations simultaneously, reducing the workload on customer service agents and allowing them to focus on more complex or high-priority issues.

FAQ: ChatGPT for Customer Service

External Links

• 1. ScienceDirect.
• 2. ScienceDirect.
• 3. What Is ChatGPT and How Does It Work? (2024) - Shopify.
• 4. nytimes.com.
• 5. KLM’s next step using artificial intelligence on social media. KLM