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AI and knowledge base information provide fast and accurate responses to customer queries with customized IVRs. Menus based on customer data benefit agents by ensuring efficient routing to the most appropriate agent. From a timeline view that displays interactions in chronological order, full context is provided for better results. As AI-driven technology continues to reshape customer service, will AI contact centers replace call center agents? Service, regardless of technology, the question of whether it will replace call center agents is key.