A REVIEW OF GENERATIVE AI(GAI)–DRIVEN CHATBOTS FOR MODERN CUSTOMER SERVICE SUPPORT SYSTEMS

Abstract

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, finetuning,
retrieval-augmented generation, and prompt engineering not only enhance response quality but also improve 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 use in modern customer service, and the study's findings,
providing a comprehensive overview of the company's operational efficiency and the personalized customer experience it delivers.