The Gist Is generative AI actually the first wave of AI in customer experience? Hold that thought, because it explains why the current wave of AI in customer experience is being misread. FAQ: AI's History in Customer Experience Before Generative ChatEditor's note: These questions address how enterprise AI operated in customer experience, healthcare and manufacturing years before ChatGPT and Claude made generative AI a mainstream topic. Enterprise AI was resolving service cases in 2017 — the same task everyone thinks generative AI invented. 2024→ Agentic & orchestrated AI AI that acts, not just answers — inside B2B workflows and customer journeys.