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It’s 5:00 pm on a Friday. You’re wrapping up work, ready to head into the weekend, when one of your high-value customers Slacks you that something’s not right. Requests to their service are randomly timing out and nobody can figure out what’s causing it, so they’re looking to your team for help. You sigh as you know it’s one of those all-hands-on-deck situations, so you dig out your phone and type the "going to miss dinner" text.

Generative artificial intelligence (AI) is defining 2023. Numerous tech companies, including OpenAI and Google, have put out large language models (LLM) that can be used by consumers directly, or integrated into other products via an application programming interface (API). Many companies are rushing to include generative AI into new or existing products. Some are even doing so in customer touchpoints, such as digital kiosks.