Abstract
This study assesses the viability and effectiveness of integrating ChatGPT, an AI language model, in the customer service industry. Customer satisfaction and overall experience improvement are critical in defining the extent of business success. The study examines different trends and future research opportunities, showcasing the applicability of ChatGPT in hospitality, information technology, and global retailing industries. It also highlights the potential effectiveness of ChatGPT to revolutionize the sectors mentioned above and boost customer trust for sustainable development. Moreover, the research assesses the extent of ChatGPT usage in the organizational department by uncovering factors influencing its adoption using surveys. The research concludes that ChatGPT’s integration in customer service operations offers improved response time, cost-effectiveness, and scalability, allowing the business to reach a global audience. By embracing ChatGPT and its potential, organizations can develop seamless and customer-centric support experiences, gaining a competitive edge over other organizations, especially in the 21st dynamic market.
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