The rise of Artificial Intelligence technology is reaching into many aspects of how we do business, as organisations utilise it to drive efficiencies and pull costs out of their business. In terms of customer engagement, there is a push around AI, and from a technical perspective, it is maturing to deliver a semi-human experience. But from what we've seen so far, there is still some way to go when it comes to realising the benefits of a reduction in human interactions. Enterprises envisaged a fast ROI with digital initiatives but in reality, it has not lead to a reduction in human contact in contact centres, but rather simply presented the customer with another option. Customers are just as reliant on human interaction as ever.