Generative AI chatbots can potentially replace or supplement several business tasks, including customer service.
Tools like ChatGPT, Google Bard, Jasper AI and ChatSonic use advanced machine learning technology to generate complex text. Common benefits of generative AI include ease of training and customization, reduced operational costs, and 24/7 service. Despite these benefits, however, tools like ChatGPT have risks like fabricated information and privacy concerns.
Customer service professionals must consider these risks before implementing generative AI in their contact centers.
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