Here is the brief story of this evolution of self-service. Not that long-ago, shop clerks pulled merchandise for us from high shelves behind a counter. Today, we push squeaky, wheeled, metal baskets around the well-lit warehouses we call supermarkets. Innovation in retail shopping--as with all service businesses--happens through shifts in business processes and technologies. Automated self-service fuses process and technology so customers can serve themselves.

Artificial intelligence (AI) technology has risen to the forefront of call center automation priorities. Its promises to lower costs, increase efficiency, boost productivity, and enhance the customer experience are proven now that so many brands have introduced call center AI. But what drove them to this technology? As we all know, you don't need a solution if you don't have a problem. Let's examine the top four challenges that call centers are facing today and how AI has proven to be a valuable solution.