Customer Service Today and Tomorrow : a Diary-based Analysis of the Impact of Generative Artificial Intelligence on Customer Service and Service Agents’ Roles

Abstract

The purpose of the diary-based thesis was to monitor the impact of ChatGPT-type generative AI on customer service processes and on the evolving role of service agents. This investigation was carried out from three perspectives: the author’s career path in customer service, the challenges faced by customer service professionals, and the current and projected capabilities of ChatGPT-type generative AI models.

Drawing on detailed diary entries spanning 12 weeks and their summarised key features, with an emphasis on the nature of remote work, the thesis evaluates the author’s current skillset, identifying strengths and areas for improvement. Against the backdrop of industry insights, they provide an understanding of the skills customer service professionals will need in the future.

The thesis references articles and insights from industry experts and companies in the technology sector that describe early reactions and predictions regarding ChatGPT. Based on this research, the thesis argues that integrating AI-powered chatbots into customer service processes can increase productivity and enhance the satisfaction of customers and human agents. It also emphasises the need for strict data security and ethical considerations and the importance of preparing for business challenges when integrating new technologies into existing systems.

The thesis asserts that the integration of generative AI is still in its early stages, making it challenging to identify its best use cases, potential to boost profits and impact on the labour market.