The digital transformation of customer service means more convenience and choice for customers. For example, many more customers can receive 24/7 support by talking to IVRs that use natural language processing (NLP) or chatting with AI-powered chatbots. This allows customers to perform tasks like checking their account balances or rescheduling appointments whenever they want. Additionally, technical innovations have created more digital channels, such as messaging apps and video chat, that consumers can use to interact with businesses. Allowing more customers to get support on their own terms means an improved customer experience.