Artificial intelligence and machine learning have taken the industry by storm. Some say they will usher in a new age of better business processes and customer orientation, while others fret that automation will kill jobs. Both might be true. There definitely will be jobs that no longer make sense for humans to do, thanks to automation. However, there are some neglected business processes where AI and ML could make real contributions. They likely would not replace anyone, because a job isn't being done in many cases.