This second part of Amelia's favorite moments and thought-provoking takeaways from her CX Pulse conversations highlights how AI made its way into contact centers and why organizations should embrace AI. In episode 15, Contact Center and AI: Making Real-World Progress, Keith Dawson shed light on the best practices and opportunities for contact centers, from making agents' jobs more streamlined to providing solutions for marketing and sales. Tune in and listen to episode 15 of the CX Pulse podcast to learn more about the impact of AI in contact centers and the many ways AI can be used in the future of the contact center industry. Keith Dawson is the Vice President & Research Director, Customer Experience at Ventana Research. He leads the expertise in Customer Experience technologies (CX), covering systems that facilitate engagement and allow businesses to influence and optimize their customer-facing operation. Enjoy!