Internal and external customer experience has always been a top priority for most companies, especially as demands increase for faster response and improved personalization. The arrival of generative AI and advanced chatbots has accelerated the development of intelligent systems that go well beyond scripted queries by intuitively adapting and engaging in more dynamic and context-aware conversations. Nearly half of CIOs and close to a third line-of-business managers have cited AI and machine learning as the most strategically important area of concern this year, according to Foundry’s 2024 Stat…