Customer service is undergoing a revolution fuelled by data and generative AI. This presentation will explore trends that are having an impact on companies using e-commerce as an integral part of their business. The talk will describe how customer service that takes advantage of data and Gen AI is poised to create a win-win situation for both businesses and customers, offering efficient, personalized, and always-on support. While Gen AI has vast potential, successful implementation requires careful planning. Organizations must ensure high-quality data, develop strategic approaches, and smoothly integrate AI with existing systems to fully use its capabilities, resulting in superior customer service.