AI (Artificial Intelligence) is one of the most trending technologies being used in each sphere of life, whether for personal or business purposes. It has a significant impact on businesses like the customer service sector. AI is new to the world and still evolving at a very fast rate. It has proved its ability to conquer the world by reducing operational costs, personalizing the customer experience, increasing customer agent efficiency, and providing actionable analytics. These are some reasons AI can change customer service organisations and help enable functions like call centre AI automation . Customer experience is one of the driving forces for companies to implement AI. Apart from this, there are other benefits as well: