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In this article, Raj Krishnan, partner of technology at Microsoft, discusses the potential of AI in revolutionizing customer service and support within contact centers. He emphasizes the importance of balancing automation with empathy and leveraging AI to enhance, rather than replace, human workers. The conversation covers topics such as large language models, self-service technologies, sentiment analysis, and the challenges and opportunities presented by predictive analytics. The critical role of AI in providing faster, more personalized customer experiences across multiple channels is highlighted, along with the need for organizations to build flexible systems that can adapt to evolving technologies.