The adoption of Artificial Intelligence (AI), specifically in the Customer Support industry, is rapidly gaining traction to transform business models and improve customer service delivery. One of the AI technologies used in customer support is chatbots. This study selected three customer support companies using a rule-based chatbot and are transitioning to adopt generative AI-based chatbot to improve customer support service delivery. This study aims to measure customer support companies’ adoption intention to adopt such advanced AI technology. Using a quantitative method, the determinants responsible for the successful adoption of generative AI-based chatbot were identified using a modified Artificial Intelligence Compensatory Level of Acceptance (AICLA) framework, which is a framework that is used to study more intelligent systems such as AI. This study introduced two new constructs: AI Service Quality and AI Service Satisfaction. Using convenience sampling, data were gathered from 141 customer support employees in the Philippines through an online survey questionnaire. Partial least squares structural equation modelling (PLS-SEM) was used for data analysis. The study provided empirical evidence on the determinants responsible for the successful adoption of generative AI-based chatbot and provided a plan of action for managers on how to successfully implement such technology which should help improve service delivery and customer satisfaction.