The primary use of chatbots in customer service is to provide automated assistance and support to users. They handle a range of tasks, such as answering frequently asked questions, guiding users through processes, and facilitating transactions. By leveraging natural language processing (NLP), chatbots can understand and respond to customer inquiries in real-time. This functionality reduces response times and improves the overall customer experience. Additionally, chatbots allow human agents to focus on more complex issues, enhancing efficiency within customer service operations.