The contact center is not new to automation. For years, organizations have been leveraging software robots and rules-based chatbots to simplify the repetitive, high-volume customer inquiries that bog down an agent’s day — whether it’s resetting passwords, answering FAQs, or finding order numbers. AI has also been around for decades. Conversational AI has taken traditional chatbots, which were limited to preprogrammed inputs and predetermined commands, to an advanced level of understanding, enabling them to respond to conversations in various forms, including telephony, voice, text messaging, web messaging, and messaging apps. Organizations have also used machine learning and advanced analytics applications to unearth predictive insights and identify emerging opportunities that can help create more personalized, contextual customer experiences (CX).