Deep Learning with PolyAI

Team PolyAI
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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.

  1. Is Faster Always Better in Customer Experience?

    MAR 19

    Is Faster Always Better in Customer Experience?

    Send us Fan Mail In this episode of Deep Learning with PolyAI, Michelle Schroeder sits down with Nate Brown, Head of Education and Enablement at Metric Sherpa and cofounder of CX Accelerator, to discuss how AI is reshaping the way companies think about customer experience. Nate shares a framework that’s gaining traction with CX leaders: make the quick parts quick, and make the slow parts meaningful. Automation should remove friction and resolve routine problems quickly, but the moments that matter most still require guidance, empathy, and human connection. Together they explore how organizations can use AI to reduce effort for customers while still creating experiences that build loyalty, trust, and long-term value. Follow PolyAI on LinkedInWatch this and other episodes of the Deep Learning pod on YouTube

    24 min
  2. The History of Restaurant CX: From Maître d' to AI

    MAR 12

    The History of Restaurant CX: From Maître d' to AI

    Send us Fan Mail In this episode of Deep Learning with PolyAI, Nikola Mrkšić sits down with Steven Fine, GM of Restaurants at PolyAI, to explore how technology has shaped the customer experience in restaurants over the past century. From the first phone reservations to online booking platforms and now AI-powered voice agents, the conversation traces how hospitality has continuously adapted to meet changing customer expectations. Nikola and Steven discuss why the phone is still one of the most important touchpoints in the restaurant journey, how missed calls translate into lost revenue, and how AI is helping restaurants capture demand while improving both staff and guest experience. Along the way, they explore no-shows, loyalty programs, large party bookings, and why voice AI is becoming a new revenue engine for the hospitality industry. Follow PolyAI on LinkedInWatch this and other episodes of the Deep Learning pod on YouTube

    45 min
  3. What will it take to climb healthcare’s “AI Everest”?

    MAR 5

    What will it take to climb healthcare’s “AI Everest”?

    Send us Fan Mail In this episode of Deep Learning with PolyAI, Michelle Schroeder sits down with Sarah Wright, Vice President of Global Customer Service at ResMed, to talk about what it really takes to transform healthcare CX. Sarah describes the challenge as an Everest climb. Every step forward requires balancing innovation with responsibility, especially when patient health information is involved. Unlike other industries, healthcare cannot experiment loosely. Data must be protected. Integrations must be intentional. The order of operations matters. In this conversation, they discuss:Why protecting patient health information shapes every AI decision in healthcareHow fragmented systems make personalization difficultWhat it takes to move from reactive break-fix service to predictive, personalized experiencesHow “data stories” help build internal alignment for transformationWhy voice of customer and QA datasets are often the most powerful starting pointHow AI should augment human moments rather than eliminate themWhy frontline teams become brand defenders and trust gatekeepers as automation scalesThe importance of starting with baselines and defining what “good” actually looks likeSarah also shares practical advice for leaders under pressure to modernize quickly: start with the friction that shows up in your data, focus on high-volume pain points, and avoid trying to fix experiences that patients already value. Climbing healthcare’s AI Everest takes patience, humility, and strong change leadership. This episode offers a realistic look at what that journey involves. Follow PolyAI on LinkedInWatch this and other episodes of the Deep Learning pod on YouTube

    21 min
  4. What happens when AI takes over healthcare admin?

    FEB 17

    What happens when AI takes over healthcare admin?

    Send us Fan Mail In this episode of Deep Learning with PolyAI, your host Nikola Mrkšić chats with Alex Brown to unpack what happens when AI takes over the administrative work that quietly defines modern healthcare. Instead of replacing doctors and clinicians, AI is reshaping everything around them:  from documentation and scheduling to the workflows that consume hours of time. The conversation explores why healthcare resisted automation longer than other industries, why AI’s fastest wins are operational rather than clinical, and how removing administrative friction could improve experiences — for both providers and patients. Tune in to hear: Why healthcare’s biggest AI gains are operational, not clinicalHow admin-heavy workflows shape both provider burnout and patient experienceWhy “AI replacing doctors” misses the real opportunityWhat efficiency actually looks like in a healthcare contextWhere empathy still matters — and where automation clearly helpsIf you’re curious about where AI is quietly reshaping healthcare today, tune in, and let us know what you think. Follow PolyAI on LinkedInWatch this and other episodes of the Deep Learning pod on YouTube

    33 min
  5. From ATMs to AI: The History of Personalized Banking

    JAN 28

    From ATMs to AI: The History of Personalized Banking

    Send us Fan Mail In this episode of Deep Learning with PolyAI, Nikola Mrkšić sits down with Nathan Pearson, GM, Financial Services at PolyAi, to trace the evolution of personalized banking. From branch tellers and ATMs to digital channels and AI-driven experiences, they explore how banks have historically balanced scale, efficiency, and trust, and why personalization has always been central to customer relationships. The conversation looks at why personalization has always mattered in financial services, how each new channel changed customer expectations, and what today’s AI moment has in common with past shifts. While technology keeps changing, the core challenge for banks hasn’t: delivering personal, trusted service at scale. Together, they discuss: How early branch banking set the original standard for personalized serviceHow online and mobile banking reshaped customer expectations around convenienceWhy “self-service” has never meant “impersonal” for customersHow each new technology promised efficiency, but introduced new tradeoffsWhat banks can learn from history as they deploy AI across customer journeysThe big takeaway: while tools keep changing, the goal hasn’t. Customers still want banking experiences that feel personal, reliable, and easy — even when they’re powered by automation. If you’re thinking about how AI should support (not replace) personalization for your business, be sure to tune in. Follow PolyAI on LinkedInWatch this and other episodes of the Deep Learning pod on YouTube

    27 min

  6. JAN 8

    Is visual context the missing link in AI for CX?

    Send us Fan Mail AI has become remarkably good at answering questions — but customer experience should go beyond answers. It’s about resolution. Too often, AI fails when customers can’t easily explain what they’re seeing on their screen. In this episode of Deep Learning with PolyAI, Jenn Cunningham sits down with Zaccari Scalzi of Cobrowse.io to explore why visual context is becoming essential for effective customer service AI. Together, they discuss how combining conversational AI with real-time visual grounding helps agents — human and AI — understand complex, multi-step customer journeys. They cover: Why traditional bots break down in real customer interactionsHow visual context enables faster, more accurate resolutionThe difference between containment and true problem-solvingHow AI-to-human handoffs improve when everyone sees the same thingWhy governance, consent, and privacy matter when AI “sees” the screenThe takeaway is simple: AI works best when it has full context. And for many customer journeys, that context is visual. Follow PolyAI on LinkedInWatch this and other episodes of the Deep Learning pod on YouTube

    31 min

  7. 12/04/2025

    Can journalism teach us how to trust AI?

    Send us Fan Mail In this episode of Deep Learning with PolyAI, Michelle Schroeder sits down with Dom Nicastro, Editor-in-Chief at Simpler Media Group and longtime journalist covering CX, content, and enterprise tech. Dom has spent years watching AI reshape newsrooms — and he sees striking parallels with what CX leaders are facing today. Journalists and CX teams share the same challenge: cutting through hype, spotting “AI slop,” and building trust through accuracy, governance, and human judgment. They explore: Why journalism’s skepticism is exactly what CX needs right nowHow AI accelerates good work — and exposes weak processesWhy bad AI (in news or CX) destroys trust instantlyWhat Dom hears backstage at CX events that rarely makes it into press releasesThe role of governance, vetting, and human oversight in customer-facing AIHow CMSWire built “Roberta,” their internal RAG system to support real reporting — not replace itDom’s take is clear: AI won’t replace humans, but it will reveal who’s doing the work well — and who isn’t. 👉 Listen to the full episode to learn what journalism can teach CX leaders about building trustworthy AI. #AI #CustomerExperience #CX #Journalism #PolyAI #CMSWire #ConversationalAI Follow PolyAI on LinkedInWatch this and other episodes of the Deep Learning pod on YouTube

    36 min

  8. 11/13/2025

    What does truly multilingual CX sound like?

    Send us Fan Mail Every customer expresses themselves differently, and their choice of language is no exception. So how can brands bridge the gap when customers come to them speaking different languages? In this episode of Deep Learning with PolyAI, Jenn Cunningham sits down with Matt Henderson, VP of Research, and Viola Lin, Product Manager, to explore the evolution of multilingual voice AI and what it means for global customer experience. They unpack what “multilingual” really means in practice — from accurate translation to cultural intelligence — taking PolyAI’s AI models and Agent Studio platform as a starting point to discuss helping enterprises deploy agents that sound natural, respectful, and consistent in over 45 languages. They explore: Why multilingual CX should factor in much more than just translation, including cultural nuancesHow PolyAI handles dozens of languages in a single deploymentReal-world challenges and what to do about them: from accents and formality to tone and gendered languageThe role of fine-tuning, voice selection, and design in making AI sound humanHow global brands use multilingual AI to deliver support that feels "local" everywhere👉 Learn how multilingual AI is bringing accessibility and empathy to CX. #AI #VoiceAI #CustomerExperience #PolyAI #MultilingualAI #ConversationalAI #CX Follow PolyAI on LinkedInWatch this and other episodes of the Deep Learning pod on YouTube

    33 min
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About

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.

Information

  • Creator
    Team PolyAI
  • Years Active
    2023 - 2026
  • Episodes
    97
  • Rating
    Clean
  • Copyright
    © 2026 Deep Learning with PolyAI
  • Show Website
    Deep Learning with PolyAI

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