Making a difference by solving people’s problems with real care can only be done by offering the best customer experience at all stages of the journey. With an increasing number of contact channels and with different level of expectation and preferences on each of them, intelligent decision making becomes a necessity. Is AI ready to deliver on these expectations and help us serve our customers according to with their needs? What does it take to integrate with the existing day to day processes without disrupting them? How can we prove and measure the added value of those implementations to the customer and to the business?