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AI is becoming increasingly accessible and has the potential to revolutionize how businesses operate. Contact centers can benefit from AI solutions and software, such as virtual agents with natural language processing (NLP) capabilities, interactive voice response (IVR) systems, and chatbots. AI can help agents work more efficiently and improve the customer experience. Businesses must understand AI’s capabilities and create a clear strategy for implementation. This article provides an overview of AI concepts and the top six use cases for contact centers.