The functionality that chatbots provide in customer service includes answering inquiries, assisting with transactions, and offering personalized recommendations. These automated systems utilize natural language processing (NLP) and machine learning to understand customer queries and provide accurate responses. By operating 24/7, chatbots enhance customer experience by ensuring instant support and addressing common issues without human intervention. Additionally, they can streamline operations, allowing human agents to focus on more complex tasks and improving overall efficiency in customer service departments.