The significance of using chatbots in customer service lies in their ability to provide instant assistance and enhance user engagement. Chatbots can handle a large volume of inquiries simultaneously, offering 24/7 support without the need for human agents. They can answer frequently asked questions, guide users through processes, and even escalate complex issues to human representatives. By automating responses and improving response time, chatbots help improve customer satisfaction, reduce operational costs, and streamline service delivery.