I have had the opportunity over the last year to lead an AI-driven customer service strategy, which has been one of the most fascinating and rewarding journeys of my career to date. Despite all the progress made, it still feels like the journey is just starting as there is so much more to be done to leverage AI to transform the customer experience and employee experience. Knowledge management is key in an AI world, as any given LLM will not have the particular business knowledge and insights that are important for customers, making it essential to ensure access to this knowledge for AI to succeed. Task-specific bots are coming, using targeted content and prompt engineering to optimize how questions are asked via AI bots. Customer journey mapping is really, really important in an AI world, as understanding how and when customers engage with the company is fundamental to designing a conversation flow that improves their experience. The story is only just beginning, with many more insights and lessons to be shared on this incredible moment in customer service.