Generative artificial intelligence (AI) is revolutionizing many aspects of business operations, particularly in customer service. The use of bots to handle high-frequency, low-complexity tasks is well-established. Generative AI is impacting the role of customer service agents, challenging the belief that AI might make these roles redundant. Most customer interactions today begin digitally, with AI-powered bots or intelligent virtual assistants (IVAs), accounting for around 85 percent of these interactions. With the advent of generative AI, bots can handle even more complex transactions.
