Deep Learning with PolyAI Team PolyAI
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- Business
PolyAI's CEO/co-founder Nikola Mrkšić and team invite guests to candidly discuss trends and tech in AI, voice throughout the enterprise, and nailing the customer experience.
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032: Conversations featuring Brian Jeppesen, Fertitta Entertainment
Damien welcomes Fertitta Entertainment's contact center director Brian Jeppesen to the pod to discuss Brian's long career in customer service, the nuances of the casino-hoteling industry, and why roadblocking by IVR is an outdated approach.
Introducing: Conversations - a collection of provocative chats with the next generation of CX leaders.
Read Brian's recent blog here.
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031: Generative AI in the Contact Center - Build or Buy?
Damien and Nikola tackle the age-old tech question: should enterprise contact centers build or buy AI solutions? They cover pros and cons considered in the decision-making process, highlighting the importance of established vendors, internal capabilities, technological advancements, user experience, and the need for accountability and measuring success.
Yeah, we sell voice AI, so we're a bit biased. Check out this buyer's guide for practical tips on requirements and vendor evaluations.
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030: How the future of measuring success in the contact center requires AI
Damien welcomes Business Value Analyst Steven Fine to the pod and discusses the evolution of measuring success in contact centers, focusing on integrating AI and automation technologies to improve customer experience and operational efficiency. Their chat emphasizes the importance of marrying sentiment analysis with Customer Satisfaction (CSAT) metrics for a more accurate understanding of customer satisfaction, as well as diving into innovative means of measuring success, such as looking at the entire customer journey and combining bot performance with overall conversation sentiments.
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029: What is 'AI washing' and how you can (and should) avoid it
Today's chat between Nikola and Damien delves into the concept of 'AI washing,' where companies exaggerate their level of investment in AI technology to capitalize on the current hype. The episode covers the evolution of AI, the challenge of distinguishing genuine AI applications from superficial ones, the potential need for regulation to prevent misuse of AI, and the implications for consumer experiences.
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028: NLP vs NLP, or AI and the art of human persuasion
Nikola and Damien delve into the topic of humanizing technology and AI, touching upon the preference for non-human interactions in vulnerable states, the challenges of identifying automated systems during conversations, and the importance of transparency in AI interactions. Opinions on the potential cultural impacts of humanized AI, the debate around maintaining human-like experiences, and the societal and regulatory considerations surrounding the humanization of technology also steer the convo.
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027: Managing disruptive change, ships in the tech navy, and big maverick energy
In today's episode, Michelle and Nikola discuss the challenges and strategies involved in managing disruptive change, particularly related to deploying AI in large businesses. Their talk emphasizes the importance of champions within organizations, the role of companies like Accenture, starting small to de-risk projects, and the impact of change management on loyalty and company success.
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Watch this and other episodes of the Deep Learning pod on YouTube