“I know you’ve been chomping at the bit to invest in new tech too,” Jeannie told John. “Gen AI is what we’ve been waiting for.” The conference demos had been incredible: The chatbots were conversant, empathetic,1and capable of handling complicated requests. Jeannie had left eager to team up with one of the big vendors to develop a cutting-edge bot for customer service and sales that, if done right, would enhance the client experience while allowing PulsePoint to shrink its sales force.