AI is becoming a reality. While we’re still waiting for some of the more ‘futuristic’ AI-powered changes to our lives, there are aspects of AI that have become completely normal and mainstream. AI is touching every point in our personal lives — from self-driving cars to homes that sense the perfect temperature for its occupants, and gardens that are watered the perfect amount. And beyond these AI-powered smart machines, AI is becoming the change agent for new ways that brands can interact with their customers, by learning, predicting and anticipating needs and desires. Nowhere is this more apparent than in customer contact centers.