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The potential goes way beyond automating repetitive tasks, but even in a contact center, the remaining humans don’t have to fear for their jobs just yet. Amelia is not replacing them right now. But it could be coming soon. Just a few short years ago, the experts at MIT were predicting we would never have a driverless car, and now Google has them on the road. The pace of change is so rapid—almost exponential—that even though Amelia is not yet really operational in too many situations, she’s learning very quickly and the landscape two years from now could be completely different.

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