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It is fair to say that Artificial intelligence (AI), and in particular generative AI, has taken the world by storm over the last 18 months, and one of the first organizational areas to benefit from implementing this new technology is likely to be customer service, as it offers clear customer, employee, and business benefits.

In 2023, generative AI significantly reshaped the way we think about customer service and brought with it exciting new opportunities and high expectations. But it can be hard to keep pace with the many advancements – let alone predict future tendencies. In close collaboration with customer service thought leader, futurist, and Forbes contributor, Adrian Swinscoe, we have produced the following article to highlight three relevant predictions and help you navigate the challenges ahead.