The adoption of AI in the contact center has long been a topic of discussion. With spikes in call volume due to the COVID-19 virus and accompanying global pandemic , businesses are now looking to obtain a cost-efficient and intelligent way to address their customers’ most pressing issues. AI solutions are fueling traditional self-service approaches while also incorporating chat bots and live agent support, all in an effort to create a seamless journey for customers while providing them with the support and agility they need.