ChatGPT vs Chatbots: What it means for contact centers

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While both chatbots and ChatGPT can be valuable tools for contact centers, there are certain situations where chatbots are more appropriate than ChatGPT. In this article, we will discuss the types of tasks and interactions that are best suited for chatbots and why they may be a better choice than ChatGPT currently. 

The difference between ChatGPT and Chatbots 

There is a significant difference between ChatGPT and chatbots in a contact center. Chatbots are computer programs that can simulate human conversation through voice or text messages. They are designed to respond to specific queries or commands, using pre-set responses or scripted dialogue. 


Chatbots can handle all basic customer inquiries, such as FAQs, routing inquiries to the appropriate department or agent, and providing information about products or services. They can operate on different channels such as social media, messaging apps, websites, and mobile apps. 

Chatbots are typically rule-based and can only answer questions based on the pre-programmed data, so they cannot provide personalized assistance to customers.Chatbots are best suited for handling simple and straightforward inquiries, such as checking account balances, providing product information, or answering frequently asked questions. 

They are also useful for handling customer inquiries outside of regular business hours, as they can provide 24/7 support without the need for human intervention. Chatbots can be programmed to handle a range of interactions, including text-based chats, voice calls, and even social media interactions.

One of the primary benefits of chatbots is their ability to provide consistent and accurate responses to customers. Chatbots can be programmed to provide specific answers to frequently asked questions, ensuring that customers receive accurate information every time. This can help to build trust with customers, as they know they can rely on the chatbot to provide reliable and helpful information.

Chatbots can also help to improve the efficiency of contact centers by automating routine and repetitive tasks. Chatbots can handle simple inquiries and transactions, such as checking account balances or resetting passwords, freeing up human agents to focus on more complex issues. This can help to improve the overall productivity of the contact center, as agents can handle more challenging and valuable interactions.


ChatGPT is an artificial intelligence language model that can generate human-like responses to a wide range of questions and topics. ChatGPT is an artificial intelligence search engine. ChatGPT is an AI language model designed to understand natural language and generate responses in a conversational manner. ChatGPT can analyze and process vast amounts of data from various sources, including websites, social media, and customer interactions, to provide accurate and personalized responses. 

ChatGPT can also be valuable for handling customer inquiries that require a higher level of empathy and emotional intelligence. For example, ChatGPT can be programmed to recognize and respond to emotional cues in customer interactions, such as frustration or anger. This can help to de-escalate potentially volatile situations and provide a more positive customer experience.

Despite the benefits of ChatGPT, there are certain situations where chatbots are a better choice for contact centers. For example, chatbots are more cost-effective than ChatGPT, as they require less computing power and can be easily programmed and trained by non-technical staff. Chatbots can also be customized to fit the specific needs of the business, ensuring that they provide consistent and accurate responses to customers.

About Smartz Solutions

In the modern working world, you do not need to spend millions of dollars on multiple platforms and applications only to offer your teams and customers mediocre experiences. You need one solution on one integrated platform to provide exceptional experiences. 

Smartz Solutions specializes in managing customer and employee experiences through our enabling technology. Based on a wealth of knowledge covering multiple industries, we have developed a suite of products that include the entire customer engagement journey offering best-in-class, world-class applications in a single end-to-end CX and EX platform.