The Role of ChatGPT in Elevating Customer Experience and Efficiency in Automotive After-Sales Business Processes

Abstract

Purpose: The advancements in deep learning and AI technologies have led to the development of such language models, in 2022, as OpenAI’s ChatGPT. The primary objective of this paper is to thoroughly examine the capabilities of ChatGPT within the realm of business-process management (BPM). This exploration entails analyzing its practical application, particularly through process-mining techniques, within the context of automotive after-sales processes. Originality: this article highlights the issue of possible ChatGPT application in selected stages of after-sales processes in the automotive sector. Methods: to achieve the main aim of this paper, methods such as a literature review, participant observation, unstructured interviews, CRISP-DM methodology, and process mining were used. Findings: This study emphasizes the promising impact of implementing the ChatGPT OpenAI tool to enhance processes in the automotive after-sales sector. Conducted in 2023, shortly after the tool’s introduction, the research highlights its potential to contribute to heightened customer satisfaction within the after-sales domain. The investigation focuses on the process-execution time. A key premise is that waiting time represents an additional cost for customers seeking these services. Employing process-mining methodologies, the study identifies stages characterized by unnecessary delays. Collaborative efforts with domain experts are employed to establish benchmark durations for researched processes’ stages. The study proposes the integration of ChatGPT to improve and expedite stages, including service reception, reception check-out, repair and maintenance, and claim repair. This holistic approach aligns with the current imperatives of business-process improvement and optimalization, aiming to enhance operational efficiency and customer-centric service delivery in the automotive after-sales sector.