Artificial Intelligence (AI) is transforming how organizations serve their communities, presenting new opportunities to address longstanding challenges in contact center operations and service delivery. This session will share the journey of United Way of Greater Kansas City 211’s pilot partnership with Frontline Group to integrate Virtualized Conversations (vCons) and AI technology into our call center. Attendees will learn about the promise of AI to enhance real-time understanding of caller needs, improve quality assurance for agents, and prepare for future compliance demands—all while navigating barriers such as cost, technological complexity, and the need for robust safeguards. Join us to explore how responsible, human-centered AI adoption can strengthen both operational efficiency and community outcomes.