GenAI in Customer Service: Chatbots That Actually Work
Posted on Thu 10 September 2026 in GenAI • Tagged with GenAI, CustomerService, Chatbots, ConversationalAI, AI-agents, LLM, LargeLanguageModels, CustomerExperience, Automation, ToolCalling, RAG, KnowledgeBase, Helpdesk, AIEngineering, GenerativeAI, CustomerSupport
Introduction
Most people have used a customer service chatbot that didn't help.
It answered a question no one asked. It couldn't see the order that was already on screen. It looped back to "How else can I assist you today?" three times in a row before handing off to a …
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