Computer says yes? : Utilizing large language model AI chatbots to fill the role of customer service representatives

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Large language model chatbots powered by sophisticated artificial intelligence are replacing front-facing customer service operatives in order to improve offerings by leading firms whilst cutting costs. Originality/value The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.