Customer service used to be limited to a phone line (or an in-person visit at your store). Now, customer experience and artificial intelligence together are empowering support teams to deliver a great experience—across digital and voice channels. That’s a large reason why the use of AI has become so popular. Everything from Interactive Voice Response (IVR) to AI chatbots (even though in my opinion, chatbots are better used as a last line of defence rather than a staple of your strategy—unless you've got excellent chatbot software), to conversational AI and sentiment analysis tools—these are all examples of how you can use AI to improve customer engagement and customer satisfaction.