Unveiling the transformative influence of ChatGPT on service sector

Abstract

The study examines the implementation of a new technological setting in the business environment, focusing on the service sectors that are most likely to be affected by ChatGPT. Initially potential use cases in the selected sectors are identified, then the use case-specific efficacy of ChatGPT-4 in generating coherent responses by devising a series of questions are assessed. According to the results, some service sectors will be affected from ChatGPT more than the others as it influences managerial, and operational work differently at the strategic, and functional levels. In ecommerce and digital marketing, financial and healthcare sectors, ChatGPT provides directly or potentially applicable outputs, beyond sole suggestions. In education and management consulting sectors, the outputs are directly applicable. In the IT and cybersecurity sectors, the majority of outputs are definitive solutions, while in the tourism, travel, and hospitality sectors, many outputs serve as suggestions that guide users toward potential solutions. The study also provides valuable insights about use of ChatGPT in overcoming the challenges faced by firms in the service sector.