It is no surprise that Digital service channels are being used a lot more than before the pandemic. Consumers have embraced self-service, chatbots and live chat more in recent years, raising the digital expectation bar. By providing a poor Chatbot experience to your customers, you run the risk of customer churn. Since the rise of ChatGPT, we recommend that organizations invest in the latest generation of chatbots (like Einstein Chatbot) and pay closer attention to chatbot experience design and shift from menu-based to NLP-based or hybrid bots.