The proliferation of messaging apps and chat channels has led to a significant increase in the adoption of chat-based customer support. This shift is driven by the growing demand for instant gratification and convenience. Customers expect to be able to reach out to companies at any time and receive a rapid response. Traditional support channels like email and phone can be time-consuming and often result in lengthy wait times. Chat channels, on the other hand, offer a synchronous and asynchronous communication experience, allowing customers to receive support in a more flexible and efficient manner.