This session explores the real-world potential of Artificial Intelligence (AI) in Information and Referral services, offering both technical insights and practical applications. Attendees will gain a clear understanding of what AI can and can’t do today, along with strategies for identifying areas where AI can enhance operations and considerations for incorporating AI in organizational planning. VIA LINK will present examples highlighting how AI is transforming their contact center and resource operations. The session will also invite participants to share their own experiences and challenges with AI. Designed for leaders and decision-makers, it will provide expert insight to guide thoughtful, effective AI adoption.