Across tech in general, and customer experience (CX) in particular, no topic has been more dominant this year than artificial intelligence (AI). It has become the primary topic in inquiries, product roadmaps, product announcements, and vendor events. AI in CX is not particularly new, but developments in generative AI have ignited a firestorm of new interest, investment, and imagination. Generative AI (gen AI) isn’t even new, but the public release of ChatGPT in late 2022 made it top-of-mind.
