The ChatGPT Revolution: How Conversational AI is Transforming Customer Service and Business Operations

by Abhishek Behl (Editor), Chitra Krishnan (Editor), Priyanka Malik (Editor), Shalini Gautam (Editor)

Overview

Delving into ChatGPT’s architecture and ability to generate human-like text, chapters go beyond technical explanations, exploring the factors contributing to ChatGPT's widespread adoption and its significance in society and industry. The work showcases how ChatGPT has transformed conversational experiences, revolutionizing customer service, streamlining business processes, and enhancing user engagement across various domains. Authors address the potential pitfalls and ethical concerns associated with ChatGPT. They delve into bias, misinformation, and the potential amplification of harmful content that may arise, as well as revealing insights into responsible AI practices, transparency, and accountability, emphasizing the importance of mitigating these risks and ensuring fairness in AI-driven conversations. Thoroughly examining the impact of ChatGPT on the workforce and the potential for job displacement, the need for upskilling and reskilling, and the importance of balanced integration of human oversight in chatbot interactions, the concept of collaborative human-AI systems is explored, where ChatGPT works alongside humans to enhance conversation quality and foster trust.

The ChatGPT Revolution is essential reading for AI researchers and academics interested in the technical intricacies of ChatGPT, industry professionals in AI and NLP seeking practical insights for real-world applications, and ethics and responsible AI practitioners focusing on mitigating ethical concerns.

Product Details

ISBN-13:	9781835498538
Publisher:	Emerald Publishing Limited
Publication date:	05/22/2025
Pages:	288
Product dimensions:	5.98(w) x 9.02(h) x 0.76(d)

About the Author

Abhishek Behl is Associate Professor at Keele Business School, Keele University, UK.

Chitra Krishnan is Associate Professor of HR & OB at Symbiosis Centre for Management Studies, Noida, Symbiosis International (Deemed University), Pune, India.

Priyanka Malik is Professor at Galgotias University, Greater Noida (U.P.), India.

Shalini Gautam is Professor and Head of Outreach and Research at Delhi Metropolitan Education (Affiliated with GGSIPU), India.

Table of Contents

Part I. Understanding Conversational AI and ChatGPT
Chapter 1. Voices of the Future: The Evolution and Impact of Conversational AI; Supriya Lamba Sahdev, Chitra Krishnan, Ghousia Khatoon, and Kiran Nair
Chapter 2. ChatGPT: Boon or Bane; Shruti Mishra and Nitika Lal
Part II. The Promise of ChatGPT in Scientific Research
Chapter 3. Transformation in Human-Computer Interaction: The AI-Enabled NLP; Himanshu Sharma, Anubha Anubha, and Daviender Narang
Chapter 4. Business Fraud Detection, Prevention and Investigations with Conversational AI; Hrishikesh Desai
Chapter 5. Revolutionizing Research: The Transformative Role of ChatGPT in Scientific Research; Jasmine Mariappan, Supriya Lamba Sahdev, Chitra Krishnan, and Firdous Ahmad Malik
Part III. Challenges and Limitations of ChatGPT
Chapter 6. Advancements and Challenges in Conversational AI: Navigating the Frontiers of Innovation and Complexity; Alka Sanjeev and Renuka Sharma
Chapter 7. Addressing Ethical Considerations and Responsible AI Practices; Anchal Luthra, Shivani Dixit, Seema Garg, Anamica Singh, and Mandhir Anchal
Part IV. Transforming Industries with ChatGPT
Chapter 8. Transformative Pedagogy: ChatGPT as a Catalyst for Educational Innovation; Harjit Singh, Nidhi Shridhar Natrajan, Rinku Sanjeev, and Avneet Singh
Chapter 9. ChatGPT and Implications for the Banking and Financial Industry: New Horizons of Opportunities and Potential Perils; Suaad Jassem and Wisal Al Balushi
Chapter 10. Leveraging ChatGPT to Provide Better Support and Learning Opportunities in Revolutionizing AI in Fintech and Customer Service; Anshul Srivastava, Navita Mahajan, Anupam Sharma, Rita Mansukhlal Kotecha, and Madhushree Guha
Chapter 11. Revolutionizing Financial Inclusion: ChatGPT’s Role in Redefining Economic Growth and Poverty Alleviation; Richa Goel and Rupa Khanna Malhotra