If there was a “term of the year” award for the communications, collaboration, and customer experience space, “generative AI” would win for 2023 in a landslide. This past year saw a slew of gen AI announcements from just about every vendor in the market. But, as we hit the peak of the hype curve, there are very real questions about gen AI heading into 2024, answers to which will determine if the hype translates into actual adoption and customer benefit.
