How Generative AI Bots Are Changing the Conversation

True conversational commerce is now a reality. Previously, intent-based model chatbots were able to answer very basic, transactional inquiries. Today, generative AI chatbots can handle complex, multi-touch conversations where a lot of knowledge is required. It can even handle multiple customers’ questions at the same time. With these features, true conversational commerce and technical support are possible without the high-costs of staffing, training, and retaining agents.

Here’s a detailed look at how the scope of chatbot capabilities has changed in customer service: