The purpose of utilizing “automated customer service” is to enhance efficiency and improve customer interactions by deploying technology such as chatbots and virtual assistants. These tools provide immediate responses to customer inquiries, reducing wait times and freeing human agents to handle more complex issues. Automated systems are programmed to offer 24/7 support, ensuring customers can access assistance whenever needed. Additionally, they collect data on customer interactions, which can inform future service enhancements and improve overall satisfaction and retention.