Generative AI in Customer Service: Going Beyond Traditional Chatbots

Conversational artificial intelligence (AI)—particularly chatbots and voice bots—has dramatically evolved with advancements in generative AI and large language models (LLMs). This technology is transforming conversational AI from basic, scripted tools into sophisticated, intelligent virtual agents (IVAs) capable of engaging in complex, contextual conversations. It’s significantly altering the future of the customer service sector, enabling more efficient and enhanced customer interactions, and optimizing costs, a key aspect of CX automation.

A Gartner survey of the Top Technologies Impacting Customer Service and Support shows a growing customer openness to virtual customer assistants and chatbots, with 75% of leaders indicating that it would be highly or very highly valuable to their organization. This acceptance underlines the shifting landscape where AI is becoming integral to customer experience (CX).

This article delves into five ways in which generative AI can improve bot performance in contact centers and outlines five strategies for its effective implementation and upkeep. Embracing generative AI in customer service is vital for companies to remain competitive, offer personalized service, and achieve operational excellence, thereby revolutionizing the customer experience.

5 Ways Generative AI Enhances Bot Performance

  • Human-like Conversational Experiences: Generative AI models, a part of natural language processing (NLP), can craft responses rather than just selecting pre-defined answers. This makes conversations flow more naturally, mirroring human interactions and ensuring customers feel heard and understood in an AI-powered contact center.
  • Increased Self-service and Reduced Live Agent Interactions: By understanding context and intent better, generative AI can address a broader range of queries autonomously. This reduces the need for customers to wait for live agents in a cloud contact center, streamlining their journey and boosting satisfaction levels.
  • Improved Routing to the Correct Agent: When a conversation needs human intervention, generative AI can analyze the context and route the interaction to the agent best suited to handle it in an AI-powered contact center. This ensures faster resolution and a better customer experience.
  • Increased Personalization: Leveraging generative AI for contact centers can provide highly personalized responses, by tapping into data and past interactions. Whether it’s remembering past preferences or offering tailored solutions, the level of personalization elevates the customer’s experience in CX automation.
  • Instantaneous Response: In a digital age where customers expect immediate answers, generative AI chatbots can provide real-time responses anytime, ensuring that customers get the information they need without delay, in a cloud contact center.

5 Ways Generative AI Aids in Bot Development and Maintenance

  • Faster Bot Building: Traditional bots require extensive scripting for each potential interaction. Generative AI, with its ability to generate content, significantly reduces the time needed to build a bot, allowing for rapid deployment in an AI-powered contact center.
  • Easier Maintenance: With generative AI, updating bots becomes less tedious. Instead of rewriting scripts, the model can be retrained with new data, ensuring it evolves with changing customer needs in CX automation.
  • Reduced Costs: The efficiency of generative AI means fewer resources are needed for bot development and maintenance. This translates to cost savings, allowing contact centers to allocate resources elsewhere.
  • Adaptability to New Topics: As customer queries evolve, generative AI can adapt without extensive reprogramming. This ensures that bots remain relevant and can address emerging customer concerns via intelligent virtual agents.
  • Continuous Learning and Improvement: Generative models can learn from each interaction. Over time, they become more adept at understanding and responding to customer queries, ensuring the bot’s performance improves continuously in an AI-powered contact center.


Generative AI stands at the forefront of revolutionizing how contact centers interact with customers. By offering human-like conversational experiences, increased personalization, and efficiencies in conversational bot development and maintenance, it promises a future where customer experiences are not just automated but deeply personal and efficient. For contact center leaders, embracing generative AI, particularly in the context of natural language processing and intelligent virtual agents, is not just an option but a strategic imperative to stay ahead in a competitive landscape.

Ready to embrace Generative AI for your contact center and revolutionize your customer experience? Discover how Hexaware can elevate your contact center experience. Learn more by visiting our page.


About the Author

Roger Arias

Roger Arias

Assistant Vice-president, Customer Experience Transformation

With over 23 years of experience in the business process outsourcing (BPO) and contact center industry, Roger is deeply passionate about revolutionizing customer experiences. He specializes in leveraging industry-leading contact center as a service (CCaaS) solutions, cloud communications platforms, conversational artificial intelligence (AI), and other cutting-edge customer experience (CX) transformation technologies and solutions.  

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