Generative AI (genAI) changes conversational AI by enabling flexible, conversational interactions that you can build quickly. In less than a year, the vendors in “The Forrester Wave™: Conversational AI For Customer Service, Q2 2024” have embraced this technology. They all have deep integrations with large language models (LLMs) and genAI and have repositioned their offerings as orchestration engines that manage processes and protect from hallucinations and data breaches. In this report, learn how these innovations put them ahead of their customers in terms of understanding genAI and give them a competitive differentiation that they must continue to extend if they are to survive.