"Whether placing an order, requesting a product exchange or asking about a billing concern, today’s customer demands an exceptional experience that includes quick, thorough answers to their inquiries. They also expect service to be delivered 24/7 across multiple channels.

While traditional AI approaches provide customers with quick service, they have their limitations. Currently chatbots are relying on rule-based systems or traditional machine learning algorithms (or models) to automate tasks and provide predefined responses to customer inquiries."

Read more here: https://www.ibm.com/blog/transforming-customer-service-how-generative-ai-is-changing-the-game/