@article {2017,
	title = {AI in contact centers},
	journal = {Communications of the ACM},
	volume = {60},
	year = {2017},
	month = {Dec-07-2018},
	pages = {18 - 19},
	issn = {00010782},
	doi = {10.1145/312734310.1145/3105442},
	author = {Kirkpatrick, Keith}
}
