A secondary chatbot, powered by an LLM, acts as a fallback or supplementary assistant, handling complex or overflow queries when the primary system is insufficient. This enhances CX by ensuring continuity and depth in responses, with security benefits like isolating sensitive tasks to a monitored secondary layer. Unlike replacing primary systems or handling unrelated tasks, this role leverages LLMs' flexibility to complement, not supplant, core functionalities. Exact extract: "LLMs as secondary chatbots serve as fallback assistants for complex queries, improving system resilience and user experience." (Reference: Cyber Security for AI by SISA Study Guide, Section on AI in Support Systems, Page 80-82).