EPE Partners understands that a decade before the millennium, call centers adopted "skill-based routing". It was a simple but effective system back in the day. The software analyzed customer profiles and mapped them to agents possessing the exact skill relevant to assist. Today's AI is nearly the same, but a step up from what already existed. AI's predictive behavioral routing model uses analytics to compare callers with predefined personality models. If a match is detected, the caller is diverted to agents with the right expertise. Although AI is touted as the future of the online business model, it is still not fully embraced worldwide. If the rate of adoption by call centers is anything go by, it's an indicator that AI will take time to become a norm across the industry. As COVID-19 lockdown forced businesses worldwide to adopt the remote working model, the AI proved itself as a capable technology if done right. With many more months still left for normalcy to return, it's expected that AI will grow in not just popularity, but also adoption. Experts opine that AI will grow from $800M in 2022 to a whopping $2.5B by 2026. If estimates are true, then it's time for call centers to seize the moment to be ahead of the change.