The Effectiveness of ChatGPT in Customer Service and Communication Management (Nano Review)

Abstract The integration of generative artificial intelligence, epitomized by large language models like ChatGPT, is instigating a foundational shift in customer service and strategic communication management. This nano review evaluates its operational effectiveness, synthesizing evidence of its capacity to drive transformative efficiencies through 24/7 automation, hyper-personalization at scale, and robust agent augmentation. Concurrently, the analysis identifies critical, persistent challenges that threaten service quality and erode consumer trust, including the model’s propensity for contextual misunderstanding and factual “hallucinations,” its inherent lack of genuine empathy and emotional intelligence, and significant integration complexities. The review posits that optimal effectiveness is not achieved through full automation but through a strategically designed hybrid model. This paradigm necessitates transparent AI deployment, seamless human escalation pathways, and continuous oversight to leverage AI’s scalability while safeguarding the relational fidelity, nuanced problem-solving, and trust that define superior customer experience. Keywords: ChatGPT, customer service, conversational AI, service automation, customer experience (CX), AI ethics, human-AI collaboration, service quality, communication management