Generative AI has recently taken center stage as a transformative tool for businesses, particularly in customer service. Customer service and communication are already leading applications for generative AI. According to The SA Generative AI Roadmap, 96.7% of businesses are either using, planning to use, or considering AI chatbots. Tailoring customer service strategies to meet diverse customer needs is vital, rather than creating internal processes merely for convenience. Rather than replacing customer service, AI can significantly enhance it.
