No matter what industry you're in, it seems there's some level of artificial intelligence (AI) being used, and that trend is probably increasing daily. Whether it's supply chain operations, inventory management, or providing personalization in everyday services, AI is there helping elevate productivity. It's easy to see why people may think it could take over some or all aspects of jobs in the future.

When it comes to customer service, there's most certainly a significant amount of AI working behind the scenes. In fact, the more mature your organization's contact center is, the more AI may be involved on some level. Analyst firm McKinsey says most mature companies are digitally native and are in the habit of "delivering proactive, service-led engagement, which lets them handle more than 95% of their service interactions via AI and digital channels."

But what exactly is AI taking care of for that large swath of customer service interactions?

While it helps in many areas, here's three areas AI benefits contact center agents:

Knowledge Management
Customer Experience
Workforce Optimization