Generative AI uses advanced NLP algorithms and machine learning to understand complex customer service queries. While simple inquiries may be easily addressed by AI, more intricate issues are tackled through deep contextual understanding. The AI analyzes the wording of the query, cross-references it with past interactions, and retrieves the most relevant solutions or responses. In cases where AI is unsure, it can escalate the issue to a human agent. Over time, the AI becomes better at predicting customer needs and handling intricate queries by continuously learning from new data and interactions.

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