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.
023: Why contact leaders are getting promoted off successful AI implementations
Today's episode covers the potential impact of successful AI implementation in contact centers on the career growth, and promotion of contact center leaders. We're highlighting how AI can provide strategic insights, drive operational efficiencies, and add value beyond just automation. Michelle and Nikola also touch on the importance of leveraging data, partnering across the business, and how data-driven stories can secure promotions in the evolving landscape of contact center leadership.
022: AI News Recap! Sora, LAMs and the Elephant in the Machine
Michelle and Nikola discuss the impact of recent AI advancements on customer experience, including the developments in generative AI, multimodal explorations, and new AI products. They cover topics such as the potential for AI memory, personalization, and consumer data privacy, as well as the evolving consumer expectations and trust in AI technology.
021: How customer data is flipping the business value of the contact center
PolyAI's Global VP of Solution Consulting Brad talks with CEO Nikola about the future of customer data in the contact center. They discuss the value of data in improving customer service, the challenges in gathering practical data faced by traditional contact centers, the role of AI in capturing and analyzing data, and the potential benefits of using data to inform business decisions.
020: Effective Accelerationism, Fully Automated Contact Centers and Serbian Agriculture
Nikola and Michelle dish about the future of fully automated support systems, the pros and cons of effective accelerationism, and the balance between automation and human interaction in the contact center - now and tomorrow.
019: How practically safeguarding generative AI works IRL
Kylie Whitehead and Meghan Berton discuss the importance of implementing guardrails to limit a system to its intended scope and ensure the generated outputs are safe. They also touch on topics like user input filtering, hybrid generative AI solutions, hallucination management, and preventing offensive or biased responses. These and highlighting challenges and opportunities of using generative AI in voice assistants and the importance of continuously improving and refining the technology - in today's episode!
018: How to avoid PR nightmares when deploying generative AI
Damien and Nikola discuss the importance of safeguarding when deploying generative AI instances, specifically calling out the recent DPD debacle, where a chatbot was manipulated to produce inappropriate content. The episode also touches on the concept of retrieval augmented generation (RAG), and the potential flags to watch out for when building and testing generative AI systems.