When ChatGPT burst into public consciousness in late 2022, it signaled the next round of the "People vs. Machines" debate—which has always been especially lively in the customer service space. It was widely acknowledged that the only thing worse than an unhelpful agent is not being able to reach one at all.

The future remains uncertain, but the past offers valuable insights. Leveraging previous experiences can guide us in effectively blending technology and humanity in the wake of ChatGPT.