For over 30 years, customer self-service applications have consistently disappointed consumers while delivering underwhelming results for the brands that worked so hard to bring them to market. Large language models (LLMs) and generative AI (genAI) promise to finally change that dynamic through inherently natural conversations and significantly reduced deployment times. The potential value of these technologies has not been lost on the conversational AI vendors in this evaluation. These companies spent 2023 completely reinventing their products to embrace this new technology. Vendors achieve differentiation in this market through mastering the art of orchestrating multiple AI assets to deliver smarter, more useful chatbots and intelligent virtual assistants (IVAs).