How Generative AI Can Change the Face of Customer Service

Written by Rosie Bird
5 mins, 9 secs Read
Updated On March 15, 2024

Have you ever Googled a question so specific that you had no hope of getting an answer?

But then, you’d find a Reddit thread or a Quora post where someone asked the same question.

Finding answers to unique and vague questions was often out of reach for us in the past, but since the launch of AI, things have changed.

Now, you no longer need to look for answers, generative AI will answer them for you.

This new version of AI is not just limited to answering your questions, it can write content for your blogs, complete your codes, and generate images that can even leave Picasso in the dust.

But, what about your business?

Generative AI can help you with that too.

With natural language processing and machine learning capabilities, it has become so good that you can even use it to build meaningful human-like chats.

And each chat/interaction can be as unique as the number of leaves on a tree.

In this blog post, we will take a look at what generative AI is and how it can change the customer service experience forever.

So, What Exactly is Generative AI?

Generative AI is basically a type of artificial intelligence program that can not only answer your questions, but it can also come up with content.

This content can include anything from text and images to music, videos, conversations, and even stories.

How does it work?

Well, you can just start with a simple prompt, and the algorithm will then spit out new content based on that prompt.

In the earlier versions of generative AI, you had to submit your prompts via the API, which could get pretty complicated.

And now, with AI’s natural language processing capabilities, all you need to do is write down what you want in simple text and it will do the rest by itself.

While this application of generative AI is great in and of itself, but, how does it tie in with improving customer experience?

More than Q4% of customers would choose a chatbot over a human agent to look for answers to simple questions.

How Generative AI is Changing Customer Service Experience Forever?

You know, generative AIs use large language models (LLMs) to understand, generate, and manipulate human speech.

Chatbots like ChatGPt, Gemini, and X’s Grok are some pretty great examples of how LLMs can generate complex human-like speech in their interactions.

Their dependence on training data means that sometimes the information these programs work with can be outdated.

But still, if you look at its application in providing, it hits the mark every time.

So, if you’re still interested, here are some ways generative AI can change your customer service experience forever:

24/7 Instantaneous Support

In an online world, businesses need to be active all the time.

And, while you can rely on an outsourcing call center for round-the-clock support, it’s advisable to also use chatbots for those times that you might need to rest. 

Thanks to advances in natural language processing, bots today can understand the context of human questions. 

This makes them more experienced in giving your clients what they asked for. 

Today, chatbots don’t even need you to spell everything out for them.

As long as you can explain the gist of it, it can easily get you the answers you’re looking for.  

And, the best part is that you can put these chatbots up anywhere—on your social media, your website, and even on forums.

Besides, if these bots do not get something, you can always tell them to escalate those tricky questions your way. 

Efficiency and Scalability

Did you know that AI-powered systems can handle a ton of questions all at once?

Bots don’t have good days or bad days, nor can they feel offended if a client is rude. 

So you can be sure that they’ll handle each question as efficiently as possible. 

This also means that your agents can focus more on handling escalated questions, giving your customers a more personalized experience.

Accurate Information

Hey, there are times that even with the best of intentions, your customer service reps can still make mistakes.

If you have a bot answering basic questions, you know it’ll deliver the same information every time. 

The upside here is that the chatbots can easily handle boring questions over and over again without getting bored. 

Using AI in this manner can help improve customer and employee satisfaction. 


Today’s customers need more personalized attention than ever before. 

They’re very jaded when it comes to advertising because they see it all the time. 

So, if you want to make an impact, you need to deliver relevant and timely information or offers. 

You can usually get your customer service reps to look into things, but it can take a lot of time.

Generative AI does not have this limitation. 

It can process data from several sources in seconds to deliver personalized offers and answers. 

For example, it could even share whitepapers or tutorials that’ll assist clients with their queries. 

It might also recommend products or services that your customers will like. 

Data Insights

Generative AI can also interact with your clients, and scan conversations, brand mentions, and general web information to identify patterns. 

This information can come in pretty handy when you’re looking to make some big decisions. 

While you can easily get this data, it’s not actually cost-effective enough to have your employees sort through that amount of data.

And did I mention the time it will take to go through all that data?

But, thanks to AI, you can create the reports you need from several data sources in seconds. 

Multilingual Support

If you are thinking of expanding your business to new places or have clients who do not speak your language, Ai can make it easier for you to connect with your clients.

With its ability to learn any language, it can help you translate your conversations with little to no mistakes.


Well, no worker can be on call 24/7, but generative AI can take this task on and you don’t need to put a big dent in your pocket.

And once it has been trained on the ways to respond, it can be up and running in no time.

Can AI Replace the Human Consultant? 

Bots are getting better at passing for humans, but they’re still not close enough. 

They don’t have the empathy that people have and they also can’t yet think outside the box. 

As we saw during the COVID-19 epidemic, there’s still a very real need for human support. 

Companies that tried to implement chatbot technology to supplement their workforce face some backlash. 

But still, AI can slide in perfectly to improve service delivery. 

It can handle simple issues, freeing up the agents for more complex problems. 

The global generative AI in customer services market size was valued at USD 308.4 million in 2022 and it is expected to surpass around USD 2,897.57 million by 2032, growing at a CAGR of 25.11% over the forecast period from 2023 to 2032.

The global generative AI in customer services market size was valued at USD 308.4 million in 2022 and it is expected to surpass around USD 2,897.57 million by 2032, growing at a CAGR of 25.11% over the forecast period from 2023 to 2032.


There are many current applications for AI in the customer service field. 

But, there are bound to be others that arise as the technology develops. 

For now, businesses aren’t going to replace their human service agents with bots because the technology has a way to go. 

Yet, more and more companies are augmenting their support departments with chatbots that can work 24/7 to answer tedious questions.

Author: Rosie Bird