AI Academy has moved to a new channel! Head over to @IBM to catch all the latest episodes and don't forget to subscribe so you never miss out! See you there! Download the AI for customer service guidebook. → Get more AI academy content. → The contact center—the hub of most customer service operations—has come a long way in the past couple of decades. Tools such as interactive voice response (IVR), agent assist, robotic process automation, and chatbots have already made customer service agents more productive. However, the use of these technologies in most enterprises is fragmented.  See how generative AI can delight customers with a more seamless experience and increase productivity for the organization in these three key areas: self-service, human agents, and contact center operations. 00:00 Putting AI to work in customer service 00:43 Chapter 1 - The AI-powered contact center 06:40 Chapter 2 - Changing the ROI equation 08:23 Chapter 3 - Practical steps to transform customer service AI news moves fast. Sign up for a monthly newsletter for AI updates from IBM. →