Artificial intelligence (AI) conjures both awe and fear in many people. What was once a cool, sci-fi concept is now being touted as a viable contender to replace humans in industries from the assembly line to the call center. Understanding the scope and limits of AI and how it can benefit and complement human agents in industries like the contact center can go a long way to allaying workers' fears about being replaced by a machine. Rather than looking at AI as a replacement for the contact center agent, call centers would be well served to use it to enhance the customer experience and improve efficiencies within the workplace. For instance, we recently discussed how the use of predictive scheduling can actually improve call center agent health and boost efficiencies within the contact center. Solutions like the Genesys (News - Alert) Automated Forecasting and Scheduling product do just that, using AI to predict the best and most efficient staffing schedules.