Happy New Year!To kick off 2021, Miles welcomes back Neil Ward-Dutton and Jack Vernon to the podcast for another conversation around AI, looking at its uses within the contact centre.Toward the AI-Powered Contact Center, https://www.idc.com/getdoc.jsp?containerId=EUR147017320The Business Value of AI Use Cases in the Contact Center, https://www.idc.com/getdoc.jsp?containerId=EUR147014620Watch IDC’s latest videos: youtube.com/idcemeaFollow us on Twitter - twitter.com/IDC_EMEA, twitter.com/neilwd, twitter.com/jvernon_ai