Is There a Future for Chat in Customer Service?

Google's transformers were invented by Google in 2017, came out in this research paper and that became the driver of the major advancements within language generation. What I've seen people doing now with customer support is like, okay, I'm going to respond to this upset customer. And rather than me just sending my email, I could go into chat GPT first and say, okay, how should I address and unhappy customer who wants their money refunded? That would be a pretty good email. So you can actually start to use it to inform the decisions that humans are making. But in the not too distant future, I could definitely envision conversational agents or call centers where the predominant or the