In just 12 months, generative AI went from being an emerging possibility to a stop-you-in-your-tracks, drop-everything phenomenon. It's transforming the customer service landscape at lightning speed, and heading into 2024, the race for competitive advantage is well and truly on.

Support teams have had a front-row seat to this AI revolution, and for our fourth annual Customer Service Trends Report, we wanted to understand just how much of an impact the transformation has had.