In 2020, AI had rapid transformations and unexpected developments along with excellent innovations. We, as humans have entered into the most digitalized era of all times. Due to the pandemic of coronavirus, technology has become the central focus like never before. Internet and social media witnessed a tremendous boost as well. No doubt but the COVID-19 brought about massive success to most technological fields.

AI and machine learning are coming of age, and 2021 is set to become the year that AI dominates the customer service call center, by providing real-time feedback, predictive analytics, and in-depth analysis. AI is enhancing the customer experience while improving the lives of call center employees. This article will look at the ways that AI is changing the game when it comes to call center dynamics. Most of us are familiar with IVR when calling customer service centers, and have found them to be annoying, time-consuming, and not very helpful. It's gotten to the point where when the first prompt is heard, the caller just keeps pressing zero to speak with a live customer service agent before getting trapped in a maze of repeating, endless frustration. Still, when IVRs first came out, they served a purpose, and saved customer service agents a lot of time, even if they didn't do much to improve the customer experience.

In 2020, AI had rapid transformations and unexpected developments along with excellent innovations. We, as humans have entered into the most digitalized era of all times. Due to the pandemic of coronavirus, technology has become the central focus like never before. Internet and social media witnessed a tremendous boost as well. No doubt but the COVID-19 brought about massive success to most technological fields.

What does the worldwide head of research at Google tell his kids about how to prepare for the future of work with artificial intelligence? "I tell them … wherever they will be working in 20 years probably doesn't exist now," Peter Norvig says. Be flexible, he says, "and have an ability to learn new things". Future of work experts (yes, it's a thing now) and AI scientists who spoke to Lateline variously described a future in which there were fewer full-time, traditional jobs requiring one skill set; fewer routine administrative tasks; fewer repetitive manual tasks; and more jobs working for and with "thinking" machines. From chief executives to cleaners, "everyone will do their job differently working with machines over the next 20 years," Andrew Charlton, economist and director of AlphaBeta, says.

Owais Afaq is simplifying technology as the CEO of Aplos Innovations. From the famous advent of Microsoft Tay at the end of Q1 to the numerous acquisitions of AI and chatbot companies during the latter half of this year, artificial intelligence has been in the headlines every other day. In August there was an article on TechCrunch asking a very (seemingly) simple question: Can chatbots help build your next website? Being a web programmer who is working on AI and conversational interfaces, this stirred my interest even more and compelled me to check out the services listed therein -- and a few others of the same category. My excitement wore off when I found out these AI chatbots were not only at their teething stage, but also made simple tasks much more complex than the DIY builders they are supposed to kill.