Executive Summary

Although generative artificial intelligence (AI) has been around for some time, OpenAI’s ChatGPT has captured the hearts and minds of the general population by highlighting tangible possibilities of what AI can accomplish in both the consumer and the enterprise world. This report explores the facts, the fiction, and the features being deployed today in the name of both customer and employee experiences. Beyond the hype, generative AI and the GPT model have a good deal to offer. The real question is whether organizations have the strategies in place to make use of the innovations.




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