Chatbots play a crucial role in customer service automation by providing instant responses to customer inquiries and assistance around the clock. These AI-powered tools can handle routine questions, guide customers through processes, and even escalate issues to human agents when necessary. By automating initial interactions, chatbots improve efficiency, reduce waiting times, and enhance user satisfaction. They also gather valuable data on customer preferences and behavior, which can help organizations improve their services. Overall, chatbots facilitate a more responsive and accessible customer support experience.