As organizations plan their customer strategies they foresee an onslaught of customer interactions coming their way. The fallacy of believing that adding self-service options will decrease customer requests is now known. When your organization opens channels for customer to interact with you, even with self-service options, customers will interact with you more. This engagement is a good thing. But the only way to handle all of your volume – in an effective manner without adding more staff – is by leveraging Artificial Intelligence. Listening to John Pisarek of Interactions at Call Center Week Winter the scenario of about projecting more customer interaction volume and not getting additional staff to handle it is a common reality for many contact center leaders.