Harvey is a generative artificial intelligence (AI) product developed by the Counsel AI Corporation for the legal industry. The product has been described as a provider of customised large language models (LLMs) for law firms and in-house legal teams. It is named after the lead character of the legal drama Suits, Harvey Specter. == History == Harvey was founded in the summer of 2022 by Winston Weinberg, who was a securities and antitrust litigator at O'Melveny & Myers, and Gabriel Pereyra, who was a research scientist at Google DeepMind and Meta. Pereyra and Weinberg were roommates in Los Angeles. Pereyra was brainstorming startup ideas with his research colleagues. He showed Weinberg OpenAI's GPT-3 text-generating system, and Weinberg realized that it could be used to improve legal workflows. They developed an early chain-of-thought prompt based on GPT-3, focused on California tenant law. They ran the model on 100 legal questions from a public forum and hired three attorneys to evaluate the answers and determine whether they could be sent to clients unchanged. Out of those 100 questions, 86 were approved. After that, Pereyra and Weinberg contacted Sam Altman and Jason Kwon, General Counsel at OpenAI, about their results. Shortly after, on July 4, 2022, they met with OpenAI's C-suite, and OpenAI became their seed investor. OpenAI also gave Pereyra and Weinberg early access to GPT-4. Gordon Moodie, a corporate partner at Wachtell, Lipton, Rosen & Katz, also joined Harvey in July 2023 as the company's chief product officer. In March 2024, Harvey had 82 employees and stated that it intended to double that figure by the end of 2024. The company has reportedly hired a large number of lawyers, including from White & Case, Latham & Watkins, Skadden, Gunderson Dettmer, Katten Muchin Rosenman, and Paul Weiss. Harvey CEO Weinberg explained that many members of the company's sales team were formerly attorneys at 'Big Law', i.e. large US law firms, and that the sales team's experience was useful in convincing attorneys to trial the company's software. The integration of former 'Big Law' attorneys into product and sales teams has been attributed as a major factor in Harvey's success. In February 2026, Harvey announced its first brand partnership with actor Gabriel Macht, who portrayed the character Harvey Specter in Suits, to launch the company's Instagram page. In May 2026, it was announced the company is sponsoring the Golden State Valkyries and the New York Liberty. == Funding == In November 2022, it was reported that Harvey raised US$5 million in funding led by the OpenAI Startup Fund, together with other investors such as Jeff Dean, the head of Google AI, Elad Gil, the founder of Mixer Labs, Sarah Guo, the founder of Conviction, and other angel investors. Harvey raised another $23 million in April 2023 in a funding round led by Sequoia Capital. Harvey announced in December 2023 that it had raised $80 million in a Series B funding round led by Elad Gil and Kleiner Perkins which valued the company at $715 million. Other investors in the round included Sequoia Capital and the OpenAI Startup Fund. In July 2024, Harvey announced that it had raised $100 million in a Series C funding round that valued the company at $1.5 billion. The round was led by venture capital firm GV, and other participants included OpenAI, Kleiner Perkins, Sequoia Capital, Elad Gil, and SV Angel. In February 2025, Harvey announced it had raised $300 million in a Series D funding round that valued the company at $3 billion. Just months later, in June 2025, Harvey closed a $300 million Series E co-led by Kleiner Perkins and Coatue, again with participation from Conviction, Elad Gil, OpenAI, and Sequoia, boosting its valuation to about $5 billion and supporting international growth and expanded legal product offerings. In December 2025, Harvey secured a $160 million Series F round led by Andreessen Horowitz, with continued participation from investors including EQT, WndrCo, Sequoia, Kleiner Perkins, Conviction, and Elad Gil, valuing the legal AI company at roughly $8 billion. In March 2026, Harvey raised $200 million at a valuation of $11 billion, in a round co-led by GIC and Sequoia Capital. == Features == In May 2024, Harvey launched its products on Microsoft Azure and stated that it would offer a Harvey on Azure version of its product going forward. It was also reported that Harvey would begin offering general commercial access to some of its products, such as its case law models, as well as product bundles that included its AI assistant, specialised models, and its Vault feature for running prompts on large document collections. == Applications == Various law firms around the world are customers of Harvey. US law firm Paul Weiss began testing Harvey within the firm in January 2023, and became a client of the company later that year. Gina Lynch, the firm's chief knowledge and innovation officer, explained that the firm was not using hard metrics, such as time saved, to assess productivity gains because the time and effort needed to carefully review the output made efficiency gains difficult to measure. In February 2023, the UK law firm, Allen & Overy (now A&O Shearman), announced that it had been trialing Harvey since November 2022 within its Markets Innovation Group. This was reported to be the first known use of a generative AI product within the UK magic circle law firms. According to Allen & Overy, during the trial, 3,500 lawyers had used Harvey for around 40,000 queries in the course of their day to day work. The firm's press release stated that "Whilst the output needs careful review by an A&O lawyer, Harvey can help generate insights, recommendations and predictions based on large volumes of data". David Wakeling, head of the Markets Innovation Group, also cautioned that "You must validate everything coming out of the system. You have to check everything". The Irish law firm, A&L Goodbody, announced in February 2024 that it would be working with Harvey to enhance its services in relation to document analysis, due diligence, litigation, and regulatory compliance. In June 2024, UK law firm Ashurst announced that it would partner with Harvey and roll out its services to its branches worldwide. In September 2024, PwC announced that it would be adopting Harvey to empower its lawyers in Singapore. Singapore law firm WongPartnership also announced that month that it had become the first Southeast Asian law firm to test Harvey's generative AI solutions.
Software engineering professionalism
Software engineering professionalism is a movement to make software engineering a profession, with aspects such as degree and certification programs, professional associations, professional ethics, and government licensing. The field is a licensed discipline in Texas in the United States (Texas Board of Professional Engineers, since 2013), Engineers Australia(Course Accreditation since 2001, not Licensing), and many provinces in Canada. == History == In 1993 the IEEE and ACM began a joint effort called JCESEP, which evolved into SWECC in 1998 to explore making software engineering into a profession. The ACM pulled out of SWECC in May 1999, objecting to its support for the Texas professionalization efforts, of having state licenses for software engineers. ACM determined that the state of knowledge and practice in software engineering was too immature to warrant licensing, and that licensing would give false assurances of competence even if the body of knowledge were mature. The IEEE continued to support making software engineering a branch of traditional engineering. In Canada the Canadian Information Processing Society established the Information Systems Professional certification process. Also, by the late 1990s (1999 in British Columbia) the discipline of software engineering as a professional engineering discipline was officially created. This has caused some disputes between the provincial engineering associations and companies who call their developers software engineers, even though these developers have not been licensed by any engineering association. In 1999, the Panel of Software Engineering was formed as part of the settlement between Engineering Canada and the Memorial University of Newfoundland over the school's use of the term "software engineering" in the name of a computer science program. Concerns were raised over the inappropriate use of the name "software engineering" to describe non-engineering programs could lead to student and public confusion, and ultimately threaten public safety. The Panel issued recommendations to create a Software Engineering Accreditation Board, but the task force created to carry out the recommendations was unable to get the various stakeholders to agree to concrete proposals, resulting in separate accreditation boards. == Ethics == Software engineering ethics is a large field. In some ways it began as an unrealistic attempt to define bugs as unethical. More recently it has been defined as the application of both computer science and engineering philosophy, principles, and practices to the design and development of software systems. Due to this engineering focus and the increased use of software in mission critical and human critical systems, where failure can result in large losses of capital but more importantly lives such as the Therac-25 system, many ethical codes have been developed by a number of societies, associations and organizations. These entities, such as the ACM, IEEE, EGBC and Institute for Certification of Computing Professionals (ICCP) have formal codes of ethics. Adherence to the code of ethics is required as a condition of membership or certification. According to the ICCP, violation of the code can result in revocation of the certificate. Also, all engineering societies require conformance to their ethical codes; violation of the code results in the revocation of the license to practice engineering in the society's jurisdiction. These codes of ethics usually have much in common. They typically relate the need to act consistently with the client's interest, employer's interest, and most importantly the public's interest. They also outline the need to act with professionalism and to promote an ethical approach to the profession. A Software Engineering Code of Ethics has been approved by the ACM and the IEEE-CS as the standard for teaching and practicing software engineering. === Examples of codes of conduct === The following are examples of codes of conduct for Professional Engineers. These 2 have been chosen because both jurisdictions have a designation for Professional Software Engineers. Engineers and Geoscientists of British Columbia (EGBC): All members in the association's code of Ethics must ensure that the government, the public can rely on BC's professional engineers and Geoscientists to act at all times with fairness, courtesy and good faith to their employers, employee and customers, and to uphold the truth, honesty and trustworthiness, and to safe guard human life and the environment. This is just one of the many ways in which BC's Professional Engineers and Professional Geoscientists maintain their competitive edge in today's global marketplace. Association of Professional Engineers and Geoscientists of Alberta (APEGA): Different with British Columbia, the Alberta Government granted self governance to engineers, Geoscientists and geophysicists. All members in the APEGA have to accept legal and ethical responsibility for the work and to hold the interest of the public and society. The APEGA is a standards guideline of professional practice to uphold the protection of public interest for engineering, Geoscientists and geophysics in Alberta. === Opinions on ethics === Bill Joy argued that "better software" can only enable its privileged end users, make reality more power-pointy as opposed to more humane, and ultimately run away with itself so that "the future doesn't need us." He openly questioned the goals of software engineering in this respect, asking why it isn't trying to be more ethical rather than more efficient. In his book Code and Other Laws of Cyberspace, Lawrence Lessig argues that computer code can regulate conduct in much the same way as the legal code. Lessig and Joy urge people to think about the consequences of the software being developed, not only in a functional way, but also in how it affects the public and society as a whole. Overall, due to the youth of software engineering, many of the ethical codes and values have been borrowed from other fields, such as mechanical and civil engineering. However, there are many ethical questions that even these, much older, disciplines have not encountered. Questions about the ethical impact of internet applications, which have a global reach, have never been encountered until recently and other ethical questions are still to be encountered. This means the ethical codes for software engineering are a work in progress, that will change and update as more questions arise. == Independent licensing and certification exams == Since 2002, the IEEE Computer Society offered the Certified Software Development Professional (CSDP) certification exam (in 2015 this was replaced by several similar certifications). A group of experts from industry and academia developed the exam and maintained it. Donald Bagert, and at a later period Stephen Tockey headed the certification committee. Contents of the exam centered around the SWEBOK (Software Engineering Body of Knowledge) guide, with an additional emphasis on Professional Practices and Software Engineering Economics knowledge areas (KAs). The motivation was to produce a structure at an international level for software engineering's knowledge areas. == Criticism of licensing == Professional licensing has been criticized for many reasons. The field of software engineering is too immature Licensing would give false assurances of competence even if the body of knowledge were mature Software engineers would have to study years of calculus, physics, and chemistry to pass the exams, which is irrelevant to most software practitioners. Many (most?) computer science majors don't earn degrees in engineering schools, so they are probably unqualified to pass engineering exams. == Licensing by country == === United States === The Bureau of Labor Statistics (BLS) classifies computer software engineers as a subcategory of "computer specialists", along with occupations such as computer scientist, Programmer, Database administrator and Network administrator. The BLS classifies all other engineering disciplines, including computer hardware engineers, as engineers. Many states prohibit unlicensed persons from calling themselves an Engineer, or from indicating branches or specialties not covered licensing acts. In many states, the title Engineer is reserved for individuals with a Professional Engineering license indicating that they have shown minimum level of competency through accredited engineering education, qualified engineering experience, and engineering board's examinations. In April 2013 the National Council of Examiners for Engineering and Surveying (NCEES) began offering a Professional Engineer (PE) exam for Software Engineering. The exam was developed in association with the IEEE Computer Society. NCEES ended the exam in April 2019 due to lack of participation. The American National Society of Professional Engineers provides a model law and lobbies legislatures to adopt occ
A.I.s
A.I.s is a themed anthology of science fiction short works edited by American writers Jack Dann and Gardner Dozois. It was first published in paperback by Ace Books in December 2004. It was reissued as an ebook by Baen Books in June 2013. The book collects ten novelettes and short stories by various science fiction authors, together with a preface by the editors. == Contents == "Preface" (Jack Dann and Gardner Dozois) "Antibodies" (Charles Stross) "Trojan Horse" (Michael Swanwick) "Birth Day" (Robert Reed) "The Hydrogen Wall" (Gregory Benford) "The Turing Test" (Chris Beckett) "Dante Dreams" (Stephen Baxter) "The Names of All the Spirits" (J. R. Dunn) "From the Corner of My Eye" (Alexander Glass) "Halfjack" (Roger Zelazny) "Computer Virus" (Nancy Kress)
Legal expert system
A legal expert system is a domain-specific expert system that uses artificial intelligence to emulate the decision-making abilities of a human expert in the field of law. Legal expert systems employ a rule base or knowledge base and an inference engine to accumulate, reference and produce expert knowledge on specific subjects within the legal domain. == Purpose == It has been suggested that legal expert systems could help to manage the rapid expansion of legal information and decisions that began to intensify in the late 1960s. Many of the first legal expert systems were created in the 1970s and 1980s. Lawyers were originally identified as primary target users of legal expert systems. Potential motivations for this work included: quicker delivery of legal advice; reduced time spent in repetitive, labour-intensive legal tasks; development of knowledge management techniques that were not dependent on staff; reduced overhead and labour costs and higher profitability for law firms; and reduced fees for clients. Some early development work was oriented toward the creation of automated judges. One of the first use cases was the encoding of the British Nationality Act at Imperial College carried out under the supervision of Marek Sergot and Robert Kowalski. Lance Elliot wrote: "The British Nationality Act was passed in 1981 and shortly thereafter was used as a means of showcasing the efficacy of using Artificial Intelligence (AI) techniques and technologies, doing so to explore how the at-the-time newly enacted statutory law might be encoded into a computerized logic-based formalization." The authors’ seminal article, "The British Nationality Act as a Logic Program," published in 1986 in the Communications of the ACM journal, is one of the first and best-known works in computational law, and one of the most widely cited papers in the field. In 2021, the Inaugural CodeX Prize was awarded to Robert Kowalski, Fariba Sadri, and Marek Sergot in acknowledgment of their groundbreaking work on the application of logic programming to the formalization and analysis of the British Nationality Act. Later work on legal expert systems has identified potential benefits to non-lawyers as a means to increase access to legal knowledge. Legal expert systems can also support administrative processes, facilitate decision-making processes, automate rule-based analyses, and exchange information directly with citizen-users. == Types == === Architectural variations === Rule-based expert systems rely on a model of deductive reasoning that utilizes "If A, then B" rules. In a rule-based legal expert system, information is represented in the form of deductive rules within the knowledge base. In rule-based legal expert systems, logic programming has historically been applied to automate complex compliance paperwork. A notable early example designed for high-volume regulatory filings was the 1999 Intelligent Filing Manager (INTELLIFM), which utilized Prolog rules as its core inference engine to automate the generation, publishing, and population of structured forms via distributed COM interfaces. Case-based reasoning models, which store and manipulate examples or cases, hold the potential to emulate an analogical reasoning process thought to be well-suited for the legal domain. This model effectively draws on known experiences our outcomes for similar problems. A neural net relies on a computer model that mimics that structure of a human brain, and operates in a very similar way to the case-based reasoning model. This expert system model is capable of recognizing and classifying patterns within the realm of legal knowledge and dealing with imprecise inputs. Fuzzy logic models attempt to create 'fuzzy' concepts or objects that can then be converted into quantitative terms or rules that are indexed and retrieved by the system. In the legal domain, fuzzy logic can be used for rule-based and case-based reasoning models. === Theoretical variations === Some legal expert system architects have adopted a very practical approach, employing scientific modes of reasoning within a given set of rules or cases. Others have opted for a broader philosophical approach inspired by jurisprudential reasoning modes emanating from established legal theoreticians. === Functional variations === Some legal expert systems aim to arrive at a particular conclusion in law, while others are designed to predict a particular outcome. An example of a predictive system is one that predicts the outcome of judicial decisions, the value of a case, or the outcome of litigation. == Reception == Many forms of legal expert systems have become widely used and accepted by both the legal community and the users of legal services. == Challenges == === Domain-related problems === The inherent complexity of law as a discipline raises immediate challenges for legal expert system knowledge engineers. Legal matters often involve interrelated facts and issues, which further compound the complexity. Factual uncertainty may also arise when there are disputed versions of factual representations that must be input into an expert system to begin the reasoning process. === Computerized problem solving === The limitations of most computerized problem solving techniques inhibit the success of many expert systems in the legal domain. Expert systems typically rely on deductive reasoning models that have difficulty according degrees of weight to certain principles of law or importance to previously decided cases that may or may not influence a decision in an immediate case or context. === Representation of legal knowledge === Expert legal knowledge can be difficult to represent or formalize within the structure of an expert system. For knowledge engineers, challenges include: Open texture: Law is rarely applied in an exact way to specific facts, and exact outcomes are rarely a certainty. Statutes may be interpreted according to different linguistic interpretations, reliance on precedent cases or other contextual factors including a particular judge's conception of fairness. The balancing of reasons: Many arguments involve considerations or reasons that are not easily represented in a logical way. For instance, many constitutional legal issues are said to balance independently well-established considerations for state interests against individual rights. Such balancing may draw on extra-legal considerations that would be difficult to represent logically in an expert system. Indeterminacy of legal reasoning: In the adversarial arena of law, it is common to have two strong arguments on a single point. Determining the 'right' answer may depend on a majority vote among expert judges, as in the case of an appeal. === Time and cost effectiveness === Creating a functioning expert system requires significant investments in software architecture, subject matter expertise and knowledge engineering. Faced with these challenges, many system architects restrict the domain in terms of subject matter and jurisdiction. The consequence of this approach is the creation of narrowly focused and geographically restricted legal expert systems that are difficult to justify on a cost-benefit basis. Current applications of AI in the legal field utilize machines to review documents, particularly when a high level of completeness and confidence in the quality of document analysis is depended upon, such as in instances of litigation and where due diligence play a role. Among the numerically most quantifiable advantages of AI in the legal field are the time and money saving impact by freeing lawyers from having to spend inordinate amounts of their valuable time on routine tasks, aiding in setting free lawyers’ creative energy by reducing stress. This in turn increases the rate of case load reduction by accomplishing better results in less time, which unlocks potential additional revenue per unit of time spend on a case. The cost of setting up and maintaining AI systems in law is more than offset by the attained savings through increased efficacy; unbalanced cost can be assigned to clients. === Lack of correctness in results or decisions === Legal expert systems may lead non-expert users to incorrect or inaccurate results and decisions. This problem could be compounded by the fact that users may rely heavily on the correctness or trustworthiness of results or decisions generated by these systems. == Examples == ASHSD-II is a hybrid legal expert system that blends rule-based and case-based reasoning models in the area of matrimonial property disputes under English law. CHIRON is a hybrid legal expert system that blends rule-based and case-based reasoning models to support tax planning activities under United States tax law and codes. JUDGE is a rule-based legal expert system that deals with sentencing in the criminal legal domain for offences relating to murder, assault and manslaughter. Legislate is a knowledge graph powered contract management platform whi
On a Red Station, Drifting
On a Red Station, Drifting is a 2012 science fiction novella by Aliette de Bodard. Set in her Xuya Universe, it focuses on two women aboard a space station with a failing artificial intelligence. It received critical acclaim, becoming a finalist for the 2012 Nebula Award for Best Novella, the 2013 Hugo Award for Best Novella, and the 2013 Locus Award for Best Novella. == Plot == Lê Thi Linh is a magistrate of the Dai Viet Empire who is forced to flee her planet after criticizing the Emperor’s wartime policies. At the same time, rebel groups seize control of her planet and kill most of her subordinates. Linh seeks refuge with her distant relatives on Prosper Station. Prosper is controlled by an artificial intelligence called the Honoured Ancestress. Lê Thi Quyen, Linh’s cousin by marriage, manages the day-to-day operations of Prosper while her husband is away at war. Quyen and Linh immediately fall into conflict. Quyen’s brother-in-law Huu Hieu sells his mem-implants, which are copies of their ancestors’ consciousnesses. Meanwhile, the Honoured Ancestress experiences increasingly severe technical problems. Hieu and Linh become close. Hieu plans use the money from the sale of the implants to leave Prosper and marry his lover on a different station. Linh is upset knowing that she will never be able to leave. A visiting cousin, Lady Oahn, provides schematics for the repair of the Honoured Ancestress. In an effort to hurt Quyen, Linh writes an unflattering poem at a banquet honoring Oanh. In doing so, she reveals that Hieu is trying to leave Prosper. Hieu attempts suicide out of shame, but Linh rescues him. Quyen is able to repair the Honoured Ancestress, restoring her functionality at the expense of erasing many of her memories. The Emperor’s Embroidered Guard arrives at Prosper Station in search of Linh. Linh finds the missing mem-implants and returns them to Quyen. Quyen and Linh briefly reconcile before Linh is arrested and removed from Prosper Station. == Major themes == A review in Kirkus wrote that the novel's "familiar setting" was a "departure point" for the novel to explore its themes. The novel explores family ties; almost everyone on Prosper Station is related in some fashion. Additionally, the use of ancestors' mem-implants further explores the concept of family ties, with some descendants being considered more "worthy" than others due to their higher number of implants. The novel also explores questions of worth, as those who fail at ability tests are often forced to become the "lesser partners" in marriages and are discriminated against due to their perceived lack of achievement. The author notes that it is interesting that gender plays no role in the question of worth, and that the majority of the men in the story are actually the "lesser partner" in their marriage. == Style == The novel is divided into three sections. Liz Bourke wrote that each section builds thematically "towards an emotional crescendo". == Reception == Writing for Locus, Liz Bourke praised the novel's exploration of interpersonal conflict between Linh and Quyen, writing that "essentially subverts the popularly-understood derogatory overtones of 'domestic conflict'". Bourke also praised the story's tension, calling it "so well-strung the prose practically vibrates under its influence". A review for Kirkus stated that the novel is a "beautifully realized story and the characters, plot, theme and writing are expertly crafted." === Awards ===
Concept mining
Concept mining is an activity that results in the extraction of concepts from artifacts. Solutions to the task typically involve aspects of artificial intelligence and statistics, such as data mining and text mining. Because artifacts are typically a loosely structured sequence of words and other symbols (rather than concepts), the problem is nontrivial, but it can provide powerful insights into the meaning, provenance and similarity of documents. == Methods == Traditionally, the conversion of words to concepts has been performed using a thesaurus, and for computational techniques the tendency is to do the same. The thesauri used are either specially created for the task, or a pre-existing language model, usually related to Princeton's WordNet. The mappings of words to concepts are often ambiguous. Typically each word in a given language will relate to several possible concepts. Humans use context to disambiguate the various meanings of a given piece of text, where available machine translation systems cannot easily infer context. For the purposes of concept mining, however, these ambiguities tend to be less important than they are with machine translation, for in large documents the ambiguities tend to even out, much as is the case with text mining. There are many techniques for disambiguation that may be used. Examples are linguistic analysis of the text and the use of word and concept association frequency information that may be inferred from large text corpora. Recently, techniques that base on semantic similarity between the possible concepts and the context have appeared and gained interest in the scientific community. == Applications == === Detecting and indexing similar documents in large corpora === One of the spin-offs of calculating document statistics in the concept domain, rather than the word domain, is that concepts form natural tree structures based on hypernymy and meronymy. These structures can be used to generate simple tree membership statistics, that can be used to locate any document in a Euclidean concept space. If the size of a document is also considered as another dimension of this space then an extremely efficient indexing system can be created. This technique is currently in commercial use locating similar legal documents in a 2.5 million document corpus. === Clustering documents by topic === Standard numeric clustering techniques may be used in "concept space" as described above to locate and index documents by the inferred topic. These are numerically far more efficient than their text mining cousins, and tend to behave more intuitively, in that they map better to the similarity measures a human would generate.
Artificial intelligence in customer experience
Artificial intelligence in customer experience is the use and development of artificial intelligence (AI) to aid and improve customer experience (sometimes abbreviated to CX AI). Chatbots are often seen as the first step in the development of AI within the industry, but more tailored offerings are slowly becoming available. The use of artificial intelligence in the space has since become more diverse than simply chatbots, with AI underpinning entire CX cloud platforms now used at major corporations. Contact center as a service (CCaaS) has become a core solution of the CX (customer experience) industry, with the CCaaS market size expected to reach $17.19 Billion by 2030 in the United States alone. == History == As with many AI applications, CX AI early implementation case studies have demonstrated that AI can increase the quality of customer interactions and therefore the overall experience that organizations can provide. This in turn has suggested a higher return on investment and/or revenue as a result. The beginning of the revolution of customer experience and the use of machine learning was with chatbots. The use of this type of AI can be traced back to Alan Turing in 1950, when the Church–Turing thesis suggested that computers could use "formal reasoning" to reach conclusions. In 2017, Meta produced one of the first breakthroughs for everyday use of AI for customer experience when it allowed Facebook users to create their own messaging bots for free on its Facebook messenger platform. The main focus of this was to both automate and improve customer experience and interaction. In 2023, CCaaS vendors began announcing the integration of ChatGPT’s generative AI into their CX solutions. Generative AI adds a layer of semantics into AI outputs. This was a major breakthrough for conversational AI. Using natural language processing and conversational AI, chatbots could enhance the level of service they could provide, speaking to customers in an easy-to-understand and conversational tone. == Applications == Currently the main location for the application of CX AI in the sector is in contact centers. Historically, contact centers were simply known as call centers, but in recent years differentiation developed between the two terms. Call centers provide phone support, while contact centers also provide support via digital channels in addition to analogue phone systems. Contact centers are therefore seen as a complete customer service solution, where as call centers simply cover one aspect of customer interactions. As a part of improving CX, AI is also improving the employee experience. AI is able to automate tasks to free up time for contact center agents to focus on higher priority tasks. For example, AI can be used for auto summarization. This means that instead of human agents having to summarize customer interactions now AI can do it, saving organizations time and money.