There are three critical success factors for implementing AI in the customer center. First, change management is essential. We must prepare the customer center for AI through careful planning, clear leadership, and, when needed, external expertise, so that the introduction of AI minimises operational disruptions and gains employee buy-in. Second, we should use stepwise implementation. We start with clearly defined use cases where ROI can be measured and demonstrated quickly. This builds trust and momentum for further AI initiatives. Third, employee development is crucial. We need to invest in developing agent skills so they can work effectively with AI tools, interpret AI suggestions, and move toward more value-creating tasks such as complex problem-solving and relationship building.