The role of chatbots in modern customer service is to provide immediate support and assistance to users while enhancing overall customer experience. These AI-driven tools can answer frequently asked questions, facilitate transactions, and guide users through processes 24/7. By automating routine inquiries, chatbots free up human agents to focus on more complex issues, thereby improving efficiency and response times. Moreover, they can collect valuable customer insights, helping businesses better understand needs and preferences, ultimately leading to improved products and services.