Over the past several months, tech companies such as Google and Microsoft have been busy working on new customer experiences surrounding chatbots. In a nutshell, using a modern chatbot is similar to using a customer service chat bubble that you might find at the lower corner of a website. But instead of using live humans or a small range of answers, the process is entirely automated with a large source of information—this results in something called “generative AI”, a tailor-made answer created by a computer service.