Powerful technologies are fusing in the contact center with artificial intelligence (AI), machine learning, and voice recognition being the focal point in several research, investment, and news services. While it offers great promises in terms of the results they render, the pieces are yet to link together. "Although there is a popular conception among the public that AI just involves someone chatting over a voice assistant, there exists a lot of machine learning and artificial intelligence behind it, in terms of data analysis," says Omar Javaid, Chief Product Officer of Vonage. Javaid says that a conversation with AI can lead to angry calls, frustration, satisfaction, and other customer reactions. Similarly, it would also entail the capability to tailor human and vocal responses.