Responding to angry customers is one of the hardest parts of her job, Natasha said. Finding the right words, conveying the appropriate level of contrition — especially when the hotel isn’t at fault (read: rain complaints) — is a tedious and time-consuming process, said the director of a five-star resort, who asked that CNBC not use her real name to protect the resort’s name. But now she has a secret weapon: generative AI. Natasha pastes a traveler’s complaint into ChatGPT and asks the chatbot to write a response. She said a task that would easily take her an hour is done
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