Front-end use of AI technologies to enable Intelligent Assistants for customer care is certainly key, but there are many other applications. One that I think is particularly interesting is the application of AI to directly support — rather than replace — contact center agents. Technologies such as natural language understanding and speech recognition can be used live during a customer service interaction with a human agent to look up relevant information and make suggestions about how to respond. AI technologies also have an important role in analytics. They can be used to provide an overview of activities within a call center, in addition to providing valuable business insights from customer activity.