A Review of Generative AI–Driven Chatbots for Modern Customer Service Support Systems

The AI-powered chatbots has reinvented customer service in the most formidable and efficient way ever by making 24×7 support to the customers possible and reducing the cost of operations and enhancing the customer experience Generative AI chatbots are among the most significant changes in the customer service space in modern times, they have completely altered the way organizations automate their interactions, making customer experience and support scalable. Generative models in transformer architectures and large language models (LLMs) can enable more human-like, context-aware conversations, better understand user queries, and serve as well-tailored alternatives to original rule-based systems. In addition, methods such as pre-training, fine-tuning, retrieval-augmented generation, and prompt engineering not only enhance the quality of the response but also improve the overall performance. Moreover, these innovations have empowered companies to cope with large numbers of customer inquiries, open the door to both multilingual and multimodal support, allow integration with enterprise systems, and enable sending of the most suitable offers, which increase the loyalty of the customers, transparency, and handling of complex queries that require deeper reasoning. This paper explores genitive AI chatbot architectures, their utilization in modern customer service, as well as the study findings, providing a complete overview of the capabilities of the company's operational efficiency, while at the same time delivering a personalized customer experience.