Few would dispute that the intrusion of AI-based tools into customer service has so far proved a mixed blessing. Telcos, like many other providers of services, have turned to AI, meaning some form of neural network-based machine learning, for provision of customer support via chatbots and automated responses. The motivation to cut costs has clashed with the desire to improve quality of customer service, and the former has prevailed in many cases. But the service provided by some chatbots at least is improving, and there is hope that the rapid progress being made under the banner of Generative AI will move that dial forward faster. That hope has been expressed in response to the latest iteration of Open AI’s GenAI…