Generative artificial intelligence (GAI), with its capacity for creation, generation, and innovation, has emerged as a transformative technology that is altering numerous fields. This research explores the complex domain of generative artificial intelligence (GAI) to comprehend the development, implications, and diverse uses of this technology. The primary objective of this research is to investigate the fundamental characteristics, applications, and implications on generative artificial intelligence (AI) across a variety of sectors, explaining its significant influence on recent technological developments. Kolkata was chosen as the study's data gathering site. This city was included for the study because, being major a city, it has seen a high uptake of cutting-edge technologies. Data was collected using the convenient sample approach with the use of questionnaire that was specifically constructed. From this study, four factors affecting customer experience have been emerged. They are “trust and reliability”, “performance and speed”, “perceived usefulness”, and “personal innovativeness”. By carefully analyzing a variety of generative AI models, clarifying how they work, and investigating their unique strengths and weaknesses, this research seeks to offer a fresh viewpoint. A few restrictions were noted during the research process. Because a suitable geographic scope was not easily accessible, a lower sample size of data was obtained. Therefore, additional research is required to draw reliable results. As a result, a customer is more likely to praise the services they have purchased. On the other hand, if a customer has a bad experience with a technological facility, they decide not to purchase it again.