Generative AI, digital customer service, and conversational user interfaces will transform customer service and support by 2028, according to Gartner.
There is a range of technological maturities, varying from embryonic , to highly-hyped , to mature yet with significant adoption opportunity still remaining . More than half of the innovation profiles included in the Hype Cycle fall into the Trough of Disillusionment section. Generative AI’s biggest impact is likely to be on customer experience. According to a recent Gartner poll, 38% of leaders see improving customer experience and retention as the primary purpose of initiatives to deploy applications trained on large language models.
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