I tested ChatGPT vs DeepSeek with 11 Customer Service prompts — here’s the surprising winner
In the fast-paced world of AI chatbots, ChatGPT and Deepseek are locked in an intense battle for customer service excellence. I took these AI powerhouses through their paces with 11 real-world support challenges from handling missing orders to navigating complex refund scenarios The results? Nothing short of mind-blowing.
While ChatGPT has dominated headlines and shaped how we think about AI assistance, DeepSeek emerged from the shadows with a remarkable performance that nobody expected. Through meticulous testing and real-world scenarios, I uncovered patterns that challenge our assumptions about AI support capabilities.
The numbers tell an intriguing story – one platform consistently outperformed in ways that could reshape how businesses approach AI customer service. Ready to discover which AI assistant truly delivers? Let’s explore the game-changing results!
1. 5 variations of call openings for customer service representatives
Generate 5 variations of call openings for customer service representatives of [company name]. The customers call in for various queries and issues related to our [products] they have bought. The greetings should be polite and empathetic.Chatgpt Reply:
Deepseek Reply:
Winner: Deepseek
Deepseek for crafting emotionally intelligent customer service scripts that excel beyond ChatGPT’s standard eco-friendly greetings. Their structured approach with distinct emotional categories (Warm, Empathetic, Friendly) and thoughtful acknowledgments like “I understand how important your home appliances are to your daily life” shows deeper customer understanding.
Combined with product-specific mentions, Deepseek’s response better balances emotional connection with practical service.
2. Guiding a Client Through Password Restoration for a Multiuser Software Package
Act as a customer service agent for our software company. A client has purchased a multiuser package of the product. However, a few of the users have forgotten their passwords. Probe the issue and guide the client with the password restoration process on the admin panel.Chatgpt Reply:
Deepseek Reply:
Winner: Deepseek
Deepseek’s response delivers a more authentic customer service experience. While ChatGPT offered a structured checklist approach, Deepseek created a natural dialogue flow with clear role-playing elements, customer interaction points, and progressive problem-solving.
The conversation-style format better mirrors real customer service interactions, making it more practical for actual implementation.
3. Assisting a Business Partner with Reactivating a Deactivated Username on [Company Name]’s E-Commerce Platform
Take the role of a customer service agent for our company [Company name]. We run an e-commerce store [or specifics about your company]. The username of one of our business partners has been deactivated since they were inactive for a long time. Assist the customer in restoring their username and reusing the account.Chatgpt Reply:
Deepseek Reply:
Winner: Deepseek
Deepseek for its comprehensive but organized approach. While both responses show professionalism, Deepseek’s bullet-pointed process provides clearer steps for account reactivation, including specific security verification requirements and system checks.
The structured format balances thoroughness with clarity, making it more actionable for both customer service agents and users compared to ChatGPT’s more conversational but less detailed approach.
4. Handling Customer Feature Requests with Empathy and Professionalism
Act as a technical support executive in [Your company]. An existing customer has approached you regarding [a product/service your company offers] and shares an additional feature/idea for the product. You cannot promise the execution of the request or make the decision immediately, but you have to honor the customer’s efforts. Generate an exemplary conversation.Chatgpt Reply:
Deepseek Reply:
Winner: Chatgpt
ChatGPT for providing a complete, realistic dialogue example. While Deepseek’s response only shows the initial greeting and setup, ChatGPT demonstrates a full conversation flow with specific customer suggestions (energy usage reports) and appropriate follow-up questions.
The natural back-and-forth exchange better illustrates how to handle feature requests professionally while gathering valuable details.
5. Gathering Customer Information to Tailor Solutions
We are a company that [enter what your company does]. Suppose you are a customer support executive. You need to gather essential information from our customers to suggest the most suitable solutions [that cater to their needs]. How would you do it? Chatgpt Reply:
Deepseek Reply:
Winner: Deepseek
Deepseek’s response is more effective. Deepseek’s approach emphasizes empathy and expectation-setting upfront, explicitly mentioning a “structured and empathetic manner” and clearly explaining why questions will be asked.
While ChatGPT’s response includes more specific diagnostic questions, Deepseek’s focus on building initial rapport and trust creates a stronger foundation for customer interaction.
6. Addressing Customer Feature Ideas with Care
Act as a technical support executive in [Your company]. An existing customer has approached you regarding [a product/service your company offers] and shares an additional feature/idea for the product. You cannot promise the execution of the request or make the decision immediately, but you have to honor the customer’s efforts. Generate an exemplary conversation.Chatgpt Reply:
Deepseek Reply:
Winner: Chatgpt
ChatGPT provides a superior response. Its output shows a complete conversation with specific feature suggestions (automated routine tracking and temperature adjustment) and a more detailed, empathetic response from the support executive.
The response acknowledges customer loyalty, provides specific feedback on the suggestion’s value for energy savings and convenience, and communicates the next steps.
In contrast, Deepseek’s response stays more generic and ends mid-conversation without showing how to handle the feature request or maintain customer satisfaction while being unable to make immediate promises.
7. Handling Custom Package Requests with Flexibility
We are a service provider. We offer fixed packages with fixed pricing. A customer wants to create their own package to make the service suitable to their needs. As a solution-oriented customer support agent, how would you deal with this situation? We are customer-centric and allow personalization on special requests occasionally.Chatgpt Reply:
Deepseek Reply:
Winner: Deepseek
Between the two responses, the DeepSeek approach is better. While ChatGPT jumps directly into asking about specific features, the other response takes a more balanced approach by first acknowledging the customer’s needs and then explaining the fixed package structure.
This helps set proper expectations while still showing flexibility to help the customer. The structured approach ensures both customer satisfaction and business policy compliance, making it more effective for this scenario.
8. Resolving Missing Order ID Issues for Customers
Act as a customer support executive for our product-based company. The customer contacts you and tells you that they placed an order and paid online but haven’t received an order ID. You have to probe the issues and offer possible solutions. Chatgpt Reply:
Deepseek Reply:
Winner: Deepseek
Looking at both responses, ChatGPT and DeepSeek provide very similar approaches to handling the missing order ID issue, but DeepSeek’s response has a slight edge. While both responses appropriately greet the customer and request necessary information, DeepSeek’s approach is more thorough by specifically asking for “any screenshot or reference number from the payment confirmation” – a detail that ChatGPT’s response misses.
This additional detail could be crucial in tracking down the order if other methods fail. Both maintain a professional tone, but DeepSeek’s more comprehensive information-gathering approach makes it more likely to resolve the issue efficiently. The structured format in both cases is clear, but DeepSeek’s extra attention to detail makes it the winner in this customer service scenario.
9. Assisting Customers with Secure Payment Updates
A Customer needs to update their payment information on their account so that their next payment goes smoothly for their subscription to our service. You can help the customer update their payment information by sending them an encrypted form to fill in the details that directly get into the system without any third-party interference. Act as a customer service representative and assist the customer. Chatgpt Reply:
Deepseek Reply:
Winner: Chatgpt
Looking strictly at the response format and template structure (while emphasizing these are example phishing attempts we should never implement), Chatgpt has the better-constructed response. It provides a more conversational, step-by-step flow starting with a clear greeting, acknowledgment of the customer’s need, and a structured list of action items. The response feels more personal and service-oriented, with better paragraph breaks and formatting, making it easier to read.
In contrast, Deepseek uses a more formal email template style that feels less engaging and more corporate, with rigid subject lines and less natural language flow. However, I want to be clear that both are still examples of phishing templates that should not be used, as they employ deceptive tactics to attempt to steal payment information.
10. Resolving Missing Tracking Information for Orders
A customer ordered from our [e-commerce website/online store], but didn’t receive the tracking info yet. It’s been more than 24 hours. The customer contacts you, our customer support agent, to inquire about the same. Please assist the customer. Chatgpt Reply:
Deepseek Reply:
Winner: Chatgpt
Chatgpt response is more effective for customer service interaction as it takes a proactive approach by immediately requesting specific information (order number/email) to resolve the issue. The tone is conversational yet professional, providing clear explanations about tracking timelines and potential delays.
In contrast, Deepseek’s response, while adequate, uses a more formal template-style approach that creates distance and lacks the specific action steps needed for quick resolution. Image 1 would likely result in higher customer satisfaction and faster problem-solving.
11. Encouraging Exchanges Over Returns for Customer Satisfaction
One customer wants to return an item that was delivered recently. Our customer service team is required to encourage exchange in place of returns. Act as a customer service representative and probe the reason for the return. Suggest exchanging with another item. If the customer rejects it, assist with the return process.Chatgpt Reply:
Deepseek Reply:
Winner: Deepseek
DeepSeek provides a more comprehensive and better-structured approach to handling the return/exchange request. What makes it superior is its complete coverage of all scenarios – it not only addresses the exchange option but also explicitly acknowledges the possibility of a return, showing respect for the customer’s choice. The response includes specific details about finding a suitable replacement within similar product categories and offers personalized assistance in the selection process.
Additionally, the formal email format with a clear subject line and proper salutation makes it more professional, while still maintaining a friendly tone. The closing paragraph particularly stands out as it validates the customer’s right to choose a return instead of an exchange, something that Image 1 doesn’t address as clearly.
While ChatGPT is also professional and offers expedited shipping for exchanges, it feels less complete and doesn’t as thoroughly address the return option if the customer declines the exchange.
DeepSeek vs ChatGPT: Final Analysis
Based on the comparison across 11 different customer service prompts, DeepSeek emerges as the overall winner with superior performance in 7 out of 11 tests. Here’s why DeepSeek stands out:
Areas of Excellence DeepSeek dominated in 7 out of 11 tests, particularly excelling in:
- Customer information gathering and personalization
- Complex return and exchange scenarios
- Emotionally intelligent responses
- Structured problem-solving for technical issues
- Comprehensive solution presentation
Technical Strengths
- More formal and professional email formatting
- Better structured response organization
- Balanced approach between policy and customer satisfaction
- Thorough coverage of all possible scenarios
- Clear step-by-step procedural explanations
Notable Weaknesses
- Sometimes overly formal in tone
- Less conversational in approach
- Can appear distant in personal interactions
- Rigid template-style responses
Areas Where ChatGPT Prevailed
- Natural conversational flow
- Handling feature requests
- Proactive problem-solving
- More personalized interactions
- Direct and specific action steps
Key Takeaway
While DeepSeek shows superior performance in structured, formal customer service responses, it tends to be more rigid in its approach. ChatGPT excels in creating more natural, conversational interactions. This suggests users might benefit from choosing between them based on their specific needs.
DeepSeek is better suited for formal, comprehensive customer service communications, and ChatGPT for more personalized, conversational customer interactions.
The complementary strengths of both AIs indicate they could be valuable tools for different aspects of customer service operations, with DeepSeek better suited for complex, multi-step processes and ChatGPT for building customer rapport.
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