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The use of advanced AI technology, such as Gen AI, conversational AI, and Large Language Models, is revolutionizing the customer service landscape. These technologies combine the benefits of human interaction with the efficiency of automation, allowing for more personalized and efficient customer experiences. IVAs, powered by Gen AI, are being used in sectors like banking and finance to automate simple tasks and free up employees for more complex tasks. Customers now expect organizations to adopt this technology for customer service interactions.