Marketplace Morning Reports new Skin in the Game series explores what we can learn about

money and careers from the $300 billion video game industry. Plus, here how an Oakland-based

program helps young people get the skills they need to break into this booming industry.

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From American Public Media, this is Marketplace Tech. I'm Megan McCarty-Carrino.

Before Chat GPT took the world by storm, wowing users with its pros writing prowess,

most people knew chatbots as those annoying pop-ups on websites that offered basic and not always

useful customer support. Even before chatbots could pass the LSAT, customer service was moving

toward greater automation, often in an effort to cut costs. Human customer service agents are

an expensive and finite resource, causing those long, usac-filled weights and limited hours to take

calls. Will the current AI boom push humans even further out of the customer support game?

Not so fast, says Christina McAllister. She's a senior analyst at Forester who works on customer

service research and strategy. In recent years, we've heard Frontier Airlines, for example,

had very famously announced that they were cutting all of their phone support out in a number

of things like that. It's very tricky to do that when you don't really have, frankly,

the AI capabilities today for chatbots and that kind of thing just really aren't advanced enough

to be able to have meaningful conversations. Chat GPT and all of these announcements are

they're getting there. We're getting closer, but we at Forester don't recommend anyone

use those capabilities for consumer facing use cases because it's just too risky right now.

Tell me more about that. Why would you not recommend using these new tools which have made

such a splash chat GPT among them? I mean, I like using chat GPT. I'm one of the people who

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