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AI has been used in contact centers since the late 1990s, and its role has since evolved to power IVR systems, chatbots, speech and predictive analytics, and customer behavior analysis. AI has the potential to transform the way businesses interact with customers by providing higher-level service, connecting customers with the right language, topic, and agent with the correct skill set for the fastest service. Challenges may arise when implementing AI, but it is important to introduce it in less complex situations and continue to evolve the applications.
