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. HÁ 1 H

    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

    37min

  2. 11 DE SET.

    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

    30min

  3. 4 DE SET.

    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

    32min

  4. 2 DE SET.

    Did OpenAI’s Realtime API just change everything?

    Send us a text 🚨 OpenAI just made its Realtime API generally available, and it's got everyone talking. But is it a true game-changer, or just another update? In this episode, your host Nikola Mrkšić (Co-founder & CEO, PolyAI) is joined by Shawn Wen (Co-founder and CTO, PolyAI) to break down what this release really means: 🔹 Why Realtime API could kill the old turn-taking model 🔹 How speech-to-speech changes latency, interruptibility, and naturalness 🔹 What benchmarks actually say about performance 🔹 The impact on contact centers, CX leaders, and startups building voice agents Whether you’re a CX leader, product builder, or just curious about the latest in voice, check out Nikola and Shawn's conversation to learn more about the news. #OpenAI #RealtimeAPI #VoiceAI #AI #CustomerExperience #PolyAI #ContactCenters Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube

    33min

  5. 28 DE AGO.

    Behind the Tech: How Dialogue Design Really Works (Deep Learning with PolyAI podcast, Ep. 82)

    Send us a text Ever wonder what really makes an AI voice feel human? In this episode of Deep Learning with PolyAI, an all-star panel from our dialogue design and engineering teams takes you behind-the-scenes to share how the hardest part of CX automation actually works. From latency and personalization to multichannel design and our in-house Raven model, they break down the science (and the art) behind building conversational AI agents that are actually worth talking to. You’ll learn: ✅ Why dialogue design is notoriously hard, and how PolyAI cracked it ✅ The key factors that make conversations “buttery smooth” ✅ How omnichannel and LLM-powered design are changing everything ✅ What’s next for dialogue design, from multimodal to configurable latency PolyAI's Jenn Cunningham guest hosts for this episode, moderating a discussion between Arkadiusz Kwapiszewski, Eshan Singhal, and Harry Swanson. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube

    39min

  6. 21 DE AGO.

    Raven v2 and the Race to Smarter Voice Agents with Matt Henderson (Deep Learning with PolyAI, Episode 81)

    Send us a text In this episode, your host Nikola Mrkšić sits down with Matt Henderson, VP of Research at PolyAI, to unpack the state of large language models, their quirks, and what really matters when building smarter voice agents for customer service. Join us for a discussion on: - Why GPT-5 may feel more incremental than game-changing - Why reasoning models can fail at surprisingly simple tasks - How PolyAI's Raven outperforms generalist LLMs in latency-sensitive, real-world CX use cases - The balance between speed, accuracy, and reasoning for live customer interactions - What open-source models, quantization, and fine-tuning mean for enterprise AI strategies 👉 Learn more about Raven and conversational AI here: https://poly.ai/blog/polyai-raven-v2-large-language-model/ Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube

    33min

  7. 14 DE AGO.

    “Everybody wants AI, nobody wants BS” with Brian Jeppesen, Fertitta Entertainment

    Send us a text Brian Jeppesen, who serves as Director, Contact Center Operations at Fertitta Entertainment, joined your host Nikola Mrkšić to discuss his vision for the AI-powered contact center. Listen to hear Nikola and Brian cover: • How to overcome the challenges of staffing call centers during high-demand periods, including with virtual agents • Their reaction to the Keep Call Centers in America Act of 2025, and what it means for brands and BPOs  • Myths around the implementation of AI in contact centers  • The risks BPOs (Business Process Outsourcers) face if they do not proactively offer AI solutions to their clients • The transition to generative AI-powered virtual assistants, including what's working today and what's still yet to come. PolyAI is proud to bring insights from our customers to the pod! Learn more about our work together here: https://poly.ai/case-studies/golden-nugget/ Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube

    33min

  8. 8 DE AGO.

    079: GPT-5 Era Starts Now: The AI Arms Race Just Escalated

    Send us a text PolyAI co-founder and CTO Shawn Wen joins Nikola for a deep dive into the just-released OpenAI GPT-5 model. From model-flipping and 4o's depreciation to curbing sycophancy and determining which LLM out there is #1 for coding, they cover it all. Join us for a discussion on: • OpenAI's bold approach to upgrading and removing models 2 • Hands-on experiences with GPT-5 and its capabilities for coding and other tasks • Trends in AI, including the increasing use of language models as digital concierges  • Concerns about transparency in benchmarks GPT-5 is now available in PolyAI's Agent Studio. Learn more at https://poly.ai/ Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube

    21min
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Sobre

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.

Informações

  • Criado por
    Team PolyAI
  • Anos de atividade
    2023 - 2025
  • Episódios
    85
  • Classificação
    Livre
  • Copyright
    © 2025 Deep Learning with PolyAI
  • Site do podcast
    Deep Learning with PolyAI

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