The AI in customer service is not as straightforward as people think, with common myths being that AI will take all jobs and make human strengths obsolete. However, AI can actually augment human capabilities, allowing support teams to focus on complex cases that boost customer loyalty. Additionally, AI is not overhyped, but rather its power is being realized through the time it gives back to humans, enabling them to optimize their operations, enhance customer experience, and collaborate more seamlessly across teams. Despite concerns about customers' readiness for AI chatbots, research shows they are becoming increasingly confident in their ability to understand and interact with these systems. Moreover, companies are finding ways to overcome generative AI's limitations, using safety measures to ensure accurate information is provided to customers. Ultimately, the integration of AI in customer service offers a promising opportunity to improve customer experiences and build stronger relationships.