Gen AI’s pivotal role in redefining customer service in 2024

2024 stands as the year of significant transformation as 70% of CX leaders reconsider their entire customer journey, reflecting the paradigm shift in customer service from human-driven to a Human + AI ecosystem in today’s digital and AI-centric business landscape. From a customer’s lens, Generative AI (Gen AI) can be both a delight and a spur for more demanding expectations. From the customer service leader’s perspective, it can be a source of both possibilities and challenges. Drawing the delicate balance between the hyper-efficiency of digitized customer care and the hyper-personalized responsiveness customers crave is an exciting and challenging code to crack.