Is your customer service still stuck in 2020? Discover how AI chatbots are changing the game in 2025 with intelligent automation, real-time personalization, and round-the-clock support. This in-depth guide explores the most effective AI chatbot features for customer service, supported by research from Harvard Business School and industry success stories. Learn how top companies are cutting costs, boosting CSAT scores, and staying competitive with NLP-powered chatbots that reduce support load and enhance customer satisfaction. Read on to find out the 5 must-have chatbot capabilities that could transform your CX strategy.