Of all the use cases for the myriad dimensions of Artificial Intelligence--including technologies both central and contiguous to AI--that for implementing intelligent contact centers is one of the most convincing. "One of the reasons it's extremely important for companies to do a good job on contact centers is that's a touch point for them with their customers," Kohli explained. "So, when someone is calling in or interacting by direct phone, chat interface, or something else, that is how they judge a company: how quickly they get a response, what is the level of the response, how effective the agent was." An artful confluence of Robotic Process Automation, machine learning, taxonomies, and cloud computing can empower contact center agents with all the information they need to swiftly understand who customers are, grasp the reason for their interactions, and complete their requests in a speedy manner to improve customer satisfaction. That they're able to do so by automatically accessing any number of disparate systems and technologies on the backend only increases the ROI for investing in such a solution, making AI more ubiquitous across the contemporary business landscape.

Today, the contact center is at an inflexion point. Artificial intelligence is here and with it comes the ability to recognize customer situations and solve their problems faster. With the rise of chatbots, this marks the beginning of the shift to digital labor, meaning the automation of tasks that are performed by computer applications that were previously performed by humans. Digital labor can be used in contact centers to solve problems that humans are having with a particular product or service. Aragon predicts that by 2021, digital labor will become a key feature of intelligent contact center offerings.