The primary advantage of using a chatbot in customer service is its ability to provide instant responses and assistance to users, thereby enhancing the customer experience. Chatbots can handle a multitude of inquiries simultaneously, reducing wait times and ensuring customers receive timely support. They offer 24/7 availability, allowing businesses to serve customers outside of traditional hours. By automating routine queries, chatbots free up human agents to focus on more complex issues, improving overall efficiency and productivity in customer service operations.