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Generative AI, particularly with the release of ChatGPT, has the potential to impact various jobs, with customer support being a key area of focus. The transition from human agents to automated systems, such as chatbots, has been ongoing even before the emergence of language models. While some tasks in customer support can be fully automated or augmented by AI, there will still be a need for human intervention in certain cases.
Generative AI is revolutionizing customer support by enabling chatbots to handle routine inquiries and provide personalized responses in more complex situations. Additionally, AI can assist in sentiment analysis, draft personalized email responses, and even predict and address customer issues proactively. Customer support professionals need to adapt to the AI-powered landscape by upskilling, embracing collaboration with AI, and focusing on human skills that machines cannot replicate.
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