The past few years have ushered in the "modernize movement" within the contact center industry. Companies are recognizing the need to upgrade their systems, but often create a new problem while fixing an old one. How do companies modernize without over-complicating their contact centers? The answer is artificial intelligence (AI), which is an answer dripping with irony: fixing a new problem – created by trying to bring a contact center into the 21st century – with a futuristic solution! But, as we marked the 50th anniversary of the moon landing this summer, we embrace the Apollo spirit of solving problems that didn't exist before we embarked on a seemingly impossible task.