Deep Learning with PolyAI

Team PolyAI

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. 3D AGO

    What does truly multilingual CX sound like?

    Send us a text 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 LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube

    33 min

  2. NOV 6

    How can enterprises become fluent in AI? (VOX 2025 conference recap!)

    Send us a text At VOX 2025, one thing was clear: the best brands aren’t just adopting AI — they’re becoming fluent in it. In this episode of Deep Learning with PolyAI, Michelle Schroeder, CMO of PolyAI, sits down with Christopher Osborne, PolyAI’s Chief Product Officer, to unpack what we learned from our annual conference about how the world's top enterprises are moving from early adoption to true fluency in AI for customer experience. They reflect on key lessons from VOX 2025, where leaders across hospitality, banking, healthcare, and more shared how they’re using agentic AI to scale exceptional service without losing the factors that make them stand out to their customers. They discuss: How Seminole Hard Rock, Boyd Gaming, and Fertitta Entertainment use AI to protect the guest experience, not replace itHow Metro Bank is turning “a bank in every pocket” into a banker in every pocketHow DOCS Dermatology, Simplyhealth, and SafeRide Health are expanding access to care through AI-driven patient engagementWhy the next CX differentiator isn’t adoption — it’s fluencyHow PolyAI helps enterprises balance automation with humanity👉 Watch the full episode to see what AI fluency really looks like inside the world’s most customer-obsessed brands, and watch the full VOX conference here. #AI #CustomerExperience #PolyAI #VOX2025 #AgenticAI #VoiceAI #AICX Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube

    25 min

  3. OCT 16

    Can we solve AI's "deer-in-headlights" problem? (with Dan Miller, founder of Opus Research)

    Send us a text The conversational AI market has exploded: ~650 companies, even more tools, and way too many promises. For business leaders, navigating all this can be paralyzing. In this episode of Deep Learning with PolyAI, your host Nikola Mrkšić sits down with Dan Miller, founder of Opus Research and the analyst who coined the term "conversational commerce," to unpack why the AI ecosystem feels more crowded and confusing than ever. Dan calls it the “Deer in Headlights” moment: a point where too many choices, too much hype, and too little clarity leave enterprises frozen on the road to AI adoption. They discuss: Why the AI boom has created confusion instead of clarityThe Botenfreude phenomenon — why people still enjoy watching bots failHow most AI “failures” come from poor design, not bad techWhat it will take for AI vendors to cooperate instead of competeWhy success now depends on defining clear goals and working togetherDan has been tracking and shaping this space for decades. Watch the full episode to learn how we can move past the “deer in headlights” moment and start driving real progress. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube

    33 min

  4. OCT 16

    Should hyper-growth brands still pick up the phone? (with Austin Towns, CTO of Hello Sugar)

    Send us a text Hello Sugar is one of the fastest-growing service brands in America, with more than 140 locations and counting. From the start, they built a text-first, digital experience that customers loved. But growth brought new insights: even in a digital-first world, voice calls were still critical to winning — and keeping — customers. In this episode of Deep Learning with PolyAI, Nikola Mrkšić talks with Austin Towns, CTO of Hello Sugar, about how the brand rethought customer experience at scale. With voice AI agents, Hello Sugar turned a challenge into a growth advantage. We discuss: - Why even digital-first customers still pick up the phone - How Hello Sugar blends automation with human touch - The role of AI in scaling service without scaling costs - Why voice remains a powerful channel for hyper-growth brands 👉 Listen to the full episode to learn how Hello Sugar is setting the standard for CX in high-growth service businesses. #CustomerExperience #CX #AI #VoiceAI #PolyAI #HelloSugar #HyperGrowth Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube

    25 min

  5. SEP 25

    Why do LLMs ramble on and on? (with Oliver Shoulson, Lead Dialogue Designer at PolyAI)

    Send us a text Large language models are powerful tools — but why do they ramble on and on instead of just getting to the point? In this episode of Deep Learning with PolyAI, Nikola Mrkšić sits down with Oliver Shoulson, one of PolyAI’s original dialogue designers, to unpack why LLMs talk the way they do, and what that means for building natural-sounding voice AI. They dive into: Why LLMs are trained to over-explain, and how that breaks spoken dialogueThe subtle design choices that can make conversations feel human — without trying to fool anyoneThe debate over anthropomorphism: should AI agents admit they’re AI, or lean into human-like traits?How in-house LLMs can be fine-tuned to sound less like overeager interns and more like trustworthy teammates Voice AI doesn’t need to trick us into thinking it’s human, but it does need to feel usable. This episode explores the hidden details of dialogue design that decide whether AI earns customer trust, or just frustrates them with endless rambling. 👉 Watch the full conversation and learn more in Oliver's blog post about how to prevent your customer conversations from sounding like they're LLM slop: https://poly.ai/blog/how-not-to-talk-like-an-llm/?utm_source=youtube&utm_medium=podcast&utm_campaign=agenticai&utm_content=podcast #VoiceAI #LLM #Anthropomorphism #CustomerExperience #PolyAI Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube

    33 min

  6. SEP 18

    Are "silent complaints" killing your brand? (with Adrian Swinscoe of Punk CX)

    Send us a text Most companies measure CX through surveys, reviews, and dashboards. But there is real danger in “silent complaints”: the underwhelming experiences that customers never report, but quietly share with friends or that stop them from coming back. In this episode of Deep Learning with PolyAI, your host Nikola Mrkšić sits down with Adrian Swinscoe — author, Forbes columnist, and host of Punk CX — to explore how AI is reshaping customer experience, and why technology alone won’t save you from these hidden risks. They discuss: Why “silent complaints” are often more damaging than bad reviewsHow AI can surface insights from conversations that surveys and dashboards missWhy frontline employees still see problems before the data doesHow leaders can balance technology with humility, curiosity, and human insightWhat it really takes to deliver on the old promise of being “customer-obsessed”AI is giving companies new tools to understand customers in real time, but unless it’s used to address the basics of service, it risks becoming just another layer of CX hype. 👉 Watch the full episode to learn how to spot silent and not-so-silent complaints before they destroy loyalty to your brand. #CustomerExperience #CX #AI #VoiceAI #PolyAI #PunkCX Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube

    37 min

  7. SEP 11

    Is agentic AI the answer to broken analytics?

    Send us a text Analytics has always been the hardest part of the contact center. Dashboards are slow, incomplete, and rarely used outside of specialist teams. But what if analytics could be as simple as asking a question? In this episode of Deep Learning with PolyAI, your host Nikola Mrkšić brings back Damian Sasso to explore how agentic AI is transforming analysis itself. Instead of waiting weeks for trends to surface, leaders can now interact with their data in real time: surfacing insights, testing hypotheses, and finding the “needle in a haystack” moments that drive real business change. Capabilities like PolyAI's new Smart Analyst are making it all come to life, and Damian shares a demo to show exactly how it all works. The conversation touches on: - Why analytics has lagged behind in AI transformation - How unstructured conversation data is finally becoming accessible - The shift from static dashboards to dynamic dialogue with data - What this means for the evolution of the contact center — from a cost center to a true command center Watch this episode for a glimpse into how agentic AI teams will help leaders see, understand, and act on their customer conversations. And learn more about Smart Analyst at: https://poly.ai/blog/polyai-smart-analyst/?utm_source=youtube&utm_medium=podcast&utm_campaign=agentstudio&utm_content=podcast #AI #VoiceAI #CustomerExperience #ContactCenters #PolyAI Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube

    30 min

  8. SEP 4

    Your new favorite colleagues aren’t human

    Send us a text We all know AI agents can answer calls (with varying success rates depending upon their sophistication). But what if AI agents could also help CX leaders analyze their deployments, ask questions about their unique challenges and opportunities, and continuously improve? In this episode of Deep Learning with PolyAI, Nikola Mrkšić sits down with Damian Sasso, Group PM at PolyAI, to explore how the field is moving from solely customer-facing AI agents toward agentic AI teams that can do all of the above. We cover: Why MIT says 95% of AI pilots fail — and how to be in the successful 5%The role of QA Agents in monitoring performanceHow Analyst Agents like Smart Analyst surface business insights in real timeThe promise of Builder Agents that drive continuous optimizationWhy contact centers are shifting from call centers to command centersIf you want to understand how agentic AI is changing the landscape — one in which AI agents don’t just talk, but think, analyze, and build — this episode is for you. 👉 Subscribe today for more info about AI for CX. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube

    32 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 - 2025
  • Episodes
    90
  • Rating
    Clean
  • Copyright
    © 2025 Deep Learning with PolyAI
  • Show Website
    Deep Learning with PolyAI