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Organizations have been using AI and analytics in the back office for decades to model propensity, combat churn, and plan and optimize processes more effectively. Now, AI techniques are being brought into the front office to power higher degrees of personalization in customer engagement. Popular technologies used for this purpose include Natural Language Processing, Sentiment Analysis, Text Analytics, Copy, Imagery, Email, and Advertising Creation. As this shift occurs, traditional channels like direct mail, call center, and in-store are seeing a natural decline.