The public release of ChatGPT in 2022 sparked widespread interest in generative AI (GenAI) technology. This form of AI has significantly impacted various industries, particularly those that utilize chatbots, such as contact centers. For years, chatbots have helped contact center managers cut costs and provide round-the-clock service. However, many of these bots struggle with understanding natural language. In contrast, ChatGPT excels at interpreting complex languages and offers more human-like interactions. Besides using ChatGPT for chatbot training and answering general customer questions automatically, customer service agents can utilize it in many other ways.
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