Consumers have become significantly more demanding in recent years. People expect 24/7 availability, self-service options and seller-free experiences, not to mention personalization, convenience and speed. And although chatbots have gotten significantly better over the past several years, customers will still scream, “Speak with an agent!” as soon as they hear the automated voice of a virtual assistant. With customer service departments struggling from ongoing staffing shortages, leaner budgets and legacy processes in the form of outdated chatbot technologies, it’s time they implemented generative AI to reenergize the stagnating customer experience (CX), boosting loyalty and increasing agent productivity. The current customer service environment is rigid and analogous to a scripted choose-your-own-adventure game. Traditional AI-powered chatbots don’t create new answers when engaging with a customer.