The implications of using machine learning in customer service include enhanced efficiency and improved customer experiences. Machine learning algorithms can analyze vast amounts of data, allowing businesses to predict customer preferences and tailor services accordingly. By automating responses through chatbots, companies can provide 24/7 support, reducing wait times and freeing human agents to handle more complex issues. However, there are concerns about job displacement and maintaining a human touch in interactions. Overall, machine learning can streamline operations while requiring careful implementation to address potential drawbacks.