Human-computer interaction (HCI) and artificial intelligence (AI) recently took another step into the future. OpenAI's ChatGPT has swept headlines and captivated nearly 500 million users, since its November 2022 launch.1,2 Psychiatry is no stranger to HCI. ELIZA, a computer program created by Joseph Weizenbaum of MIT in the 1960s, introduced how simple communication patterns provided by artificial means can illicit very real human emotion. Although our lifestyle has evolved drastically, the fundamental structure of our brains is quite like those of our ancestors 200,000 years ago.

Data leads to better experiences. In today's chaotic consumer landscape, businesses are dealing with endless customers who demand more personalised, relevant, and engaging experiences. They don't want one-size-fits-all interactions; they want the advisers that they deal with to understand who they are and what they need from the moment that they pick up the phone. Obviously, delivering the kind of experiences that customers want would be in possible in a traditional legacy contact centre. However, today, artificial intelligence and automation are beginning to unlock new opportunities for the modern adviser.