https://techcrunch.com/2023/11/16/siena-ai-4-7m-ai-customer-service-agent/

Merchants want to give their customers the best experience possible. However, when a delivery doesn’t get there on time, or an order is wrong, you have to work with customer service to get a problem resolved.

Adding artificial intelligence to the customer service layer enabled merchants to use chatbots or other tech to address easier requests. Chatbots often follow a script, which can lead to some frustrating back-and-forth before customers decide to speak with a human.