CHAPTER 1 2 3 4 5 6 7 Service Smarter Service Here’s a vision from the present: Maria orders a gift online and pays for two-day delivery to get it to her brother in time for his birthday. When she calls him on his birthday, however, she learns that the package hasn’t arrived. She calls the vendor, but has to meander through an endless series of push-button options to find the department she needs. Eventually, she ends up speaking to an agent. It’s as if none of the options she selected were recorded: She has to tell the story from the beginning. That agent transfers her to another agent, who asks her to tell him what happened — from the beginning — then puts her on hold. Ultimately, she hangs up in frustration. AI for CRM: Everything You Need to Know 2121