VUX World

Kane Simms

Interviews with the best brains in AI, sharing how to improve customer experience and business operations using emerging AI technologies such as voice AI, conversational AI, NLP, Large Language Models (LLMs), generative AI and more. We educate business leaders and teams on why and how AI technologies are revolutionising the way consumers engage with businesses and the internet, why that matters and how to implement it properly. “One of the most consistently insightful and deeply respected podcasts in the industry”Bradley Metrock, Score Publishing Hosted on Acast. See acast.com/privacy for more information.

  1. The evolution of conversation design in the age of gen AI with Georgios Tserdanelis, JPMorganChase

    FEB 6

    The evolution of conversation design in the age of gen AI with Georgios Tserdanelis, JPMorganChase

    Generative AI has changed how conversations are built and experienced. Georgios Tserdanelis, VP of Conversation Design at JPMorganChase, draws on 15 years of designing voice and chat systems to explain what still holds up, what breaks and why conversation design matters more than ever. Georgios brings years of hands-on experience designing voice and chat experiences across startups and global enterprises, including JPMorganChase, Cigna and Walgreens. With a background in linguistics, he offers a grounded perspective on how human conversation actually works and why those fundamentals still matter in a world of generative AI. We explore how conversational AI has evolved from scripted IVR and NLU systems to large language models and agentic experiences. Georgios explains why many current generative AI deployments struggle with basic conversational principles such as turn-taking, acknowledgement, and context management. Georgios shares practical insights on designing effective voice and chat experiences at a massive scale in highly regulated industries, where small error rates translate into real-world risk. One of the key themes that emerges during our discussion is the changing role of the conversation designer, the balance between deterministic flows and generative systems, voice versus chat design constraints, and why silence, timing and modality choice matter as much as language itself. We also cover fraud, voice cloning, brand identity in AI assistants and how customer expectations are shifting as people get used to talking to increasingly capable machines. Show notesFollow Georgios on LinkedIn: https://www.linkedin.com/in/tserdanelis/ Follow Kane Simms on LinkedIn: https://www.linkedin.com/in/kanesimms Download our exclusive report on how AI agents keep CX stable when volume explodes: https://vux.world/how-ai-agents-keep-cx-stable-when-volume-explodes/?utm_source=podcast&utm_campaign=SurgeHappens Take our updated AI Maturity Assessment: https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio&utm_campaign=vuxconsulting25 Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms Hosted on Acast. See acast.com/privacy for more information.

    1h 17m
  2. Automating customer service across 170 countries with HBX Group

    JAN 30

    Automating customer service across 170 countries with HBX Group

    HBX Group sits in the middle of one of the most complex customer service chains in travel. A single issue can span a traveller, a travel agent, a global booking platform and a hotel on the other side of the world. In this episode, we explore how HBX Group is leveraging artificial intelligence to transform its global customer service operations with Xavier Godoy Moya, Customer Experience & Automation Director, and Adam Tinsley, Global Customer Service Director. We break down how HBX uses AI-driven classification to triage hundreds of thousands of monthly cases across voice, chat, email and ticketing systems. The team explains how generative models replaced traditional intent-matching systems, enabling accurate routing across more than 70 case types while supporting deterministic safeguards required at operational scale. Adam and Xavier share results across several key use cases, including an AI classification system that accurately categorises customer inquiries into 70 different intents, automated handling of common requests such as booking confirmations and cancellations, and an innovative workflow that can automatically communicate with hotels on behalf of agents. Their real-time translation solution has enabled 24/7 service across 13 languages, dramatically expanding their global support capabilities. We also discuss their approach to agent training, which includes an AI simulation system that lets new staff practice handling customer conversations at varying levels of difficulty before taking real calls. The episode closes with measured business outcomes, including faster case resolution, growing automation rates, operational insights unlocked through AI-native reporting and the next wave of experimentation around sentiment-aware routing and more adaptive voice experiences. Show notesFind out more about HBX Group: https://www.hbxgroup.com Follow Kane Simms on LinkedIn: https://www.linkedin.com/in/kanesimms Download our exclusive report on how AI agents keep CX stable when volume explodes: https://vux.world/how-ai-agents-keep-cx-stable-when-volume-explodes/?utm_source=podcast&utm_campaign=SurgeHappens Take our updated AI Maturity Assessment: https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio&utm_campaign=vuxconsulting25 Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms Hosted on Acast. See acast.com/privacy for more information.

    1h 15m
  3. Designing conversational AI that works with Anne Cantera of Optimum

    JAN 23

    Designing conversational AI that works with Anne Cantera of Optimum

    From IVRs to multimodal AI experiences, the hardest problems are rarely technical. In this episode, we dive into the evolving landscape of conversational AI and enterprise automation with Anne Cantera, Senior Product Designer at Optimum. With extensive experience in transforming traditional IVR systems into conversational interfaces, Anne shares valuable insights on the practical implementation of AI in customer service environments. We explore the concept of 'hybrid architecture' in AI implementation, discussing how combining rule-based automation with generative AI often provides the optimal solution for enterprise needs. Anne explains how her team strategically deploys generative AI in low-risk scenarios while maintaining deterministic approaches where precision is critical, particularly in their recently launched NLU routing system. The conversation also covers the importance of customer-centric design in AI implementations, with Anne emphasising that the ultimate goal should be making experiences simpler for customers rather than focusing solely on containment metrics. We discuss how different industries approach AI adoption based on their risk profiles and how businesses are navigating the challenges of integrating new technologies with legacy systems. Show notesFollow Anne on LinkedIn Follow Kane Simms on LinkedIn Take our updated AI Maturity Assessment Subscribe to VUX World Subscribe to The AI Ultimatum Substack Hosted on Acast. See acast.com/privacy for more information.

    56 min
  4. The AI talent war with Chris Morrow, Founder of Digitalent

    JAN 16

    The AI talent war with Chris Morrow, Founder of Digitalent

    AI has moved from pilot projects to boardroom urgency. Companies feel the pressure to act, hire, and keep up. Many start with tools or chase a single unicorn hire. Chris Morrow, Founder of Digitalent, explains why this approach fails and why the real battle is for people who can drive transformation, culture change and long-term value.  In this episode, Chris draws on two decades of experience in tech recruitment and his work with VC-backed startups, global enterprises, and governments. He breaks down why AI hiring is unlike any previous talent cycle. Roles are ill-defined, expectations are inflated, and the best candidates command eye-watering compensation, especially in the US. He describes the AI talent market as an arms race, with startups, big tech and even nations competing for the same small pool of elite engineers and researchers.  The conversation goes beyond salaries and job titles. Chris shares what AI-ready companies do differently, why small proof-point projects matter more than grand 18-month programmes and how misuse of AI can kill belief internally before value is ever realised.  The episode also explores the global picture. The US surge in AI investment and talent density. The UK experiences brain drain and risk-averse capital. Australia’s early-stage market. Chris offers a blunt assessment of government readiness, education systems and why countries that fail to treat AI as a productivity and talent priority will fall behind.  This is the ultimate episode on the AI talent war, covering what companies should fix before hiring, which roles actually matter, how the best teams are built, and why the next decade will reward organisations that treat AI as a people-and-change challenge first and a technology problem second.  Show notesCheck out Digitalent: https://digitalent.agency Connect with Chris on LinkedIn: https://www.linkedin.com/in/chrismorrow/ Discover UKAI: https://ukai.co/ Follow Kane Simms on LinkedIn: https://www.linkedin.com/in/kanesimms Take our updated AI Maturity Assessment: https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio&utm_campaign=vuxconsulting25 Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms Hosted on Acast. See acast.com/privacy for more information.

    1h 5m
  5. The AI-driven evolution of the in-car experience with BalaKrishna Kolluru, Senior Director of AI at Cerence AI

    JAN 9

    The AI-driven evolution of the in-car experience with BalaKrishna Kolluru, Senior Director of AI at Cerence AI

    Cars are becoming one of the most competitive frontiers in AI, and most people don’t realise how complex it really is. In this episode, we’re joined by BalaKrishna Kolluru, Senior Director of AI at Cerence, the company powering conversational AI in over 500 million vehicles worldwide. With over 25 years of experience in machine learning and speech recognition, Bala brings deep insights into how generative AI is transforming the in-vehicle experience. We explore how voice AI in vehicles has evolved from basic command-and-control systems to sophisticated conversational interfaces powered by hybrid cloud-edge architectures. Bala explains how Cerence's technology serves around 80 car manufacturers globally, and how their agentic AI approach enables seamless integration with external systems while maintaining functionality even without cloud connectivity. We address the technical challenges of implementing voice AI in vehicles, from microphone placement to processing capabilities, and explain how Cerence collaborates closely with manufacturers to create systems that minimise cognitive load while keeping drivers connected and safe. We also discuss how generative AI has expanded the capabilities of in-car assistants, enabling more natural, contextual interactions that can anticipate user needs. Show notesDiscover more about Cerence AI Connect with Bala on LinkedIn Follow Kane Simms on LinkedIn Take our updated AI Maturity Assessment Subscribe to VUX World Subscribe to The AI Ultimatum Substack Hosted on Acast. See acast.com/privacy for more information.

    51 min
  6. Why AI is the future of customer service with Fergal Reid, Chief AI Officer at Intercom

    12/04/2025

    Why AI is the future of customer service with Fergal Reid, Chief AI Officer at Intercom

    What does it really take to build AI that can resolve customer support at scale reliably, safely, and with measurable business impact? We explore how Intercom has evolved from a traditional customer support platform into an AI-first company, with its AI assistant, Fin, now resolving 65% of customer queries without human intervention. Intercom's Chief AI Officer, Fergal Reid, discusses the company's journey from natural language understanding (NLU) systems to their current retrieval augmented generation (RAG) approach, explaining how they've optimised every component of their AI pipeline with custom-built models. The conversation covers Intercom's unique approach to AI product development, emphasising standardisation and continuous improvement rather than customisation for individual clients. Fergal explains their outcome-based pricing model, where clients pay for successful resolutions rather than conversations, and how this aligns incentives across the business. We also discuss Intercom's approach to agentic AI, which enables their systems to perform complex, multi-step tasks, such as processing refunds, by integrating with various APIs. Fergal shares insights on testing methodologies, the balance between customisation and standardisation, and the challenges of building AI products in a rapidly evolving technological landscape. Finally, Fergal shares what excites and honestly freaks him out a bit about where AI is heading next. Timestamps00:00 - Intro 02:31 - Welcome to Fergal Reid 05:26 - How to train an NLU solution effectively? 08:56 - What gen AI changed for Intercom 10:57 - How would you describe Fin? 14:30 - Fin’s performance increase 17:18 - Intercom’s custom models 22:14 - Large Language Models vs Small Language Models 30:40 - RAG and 'the full stop problem' 40:08 - Agentic AI capabilities at Intercom 50:40 - Intercom’s approach to testing 1:04:46 - About the most exciting things in the AI space Show notesLearn more about Intercom Connect with Fergal Reid on LinkedIn Follow Kane Simms on LinkedIn Article - The full stop problem: RAG’s biggest limitation Take our updated AI Maturity Assessment Subscribe to VUX World Subscribe to The AI Ultimatum Substack Hosted on Acast. See acast.com/privacy for more information.

    1h 12m
  7. How AI is rewriting the business automation playbook with Joe Kim, CEO of DRUID AI

    11/17/2025

    How AI is rewriting the business automation playbook with Joe Kim, CEO of DRUID AI

    In this episode, Joe Kim, the new CEO of DRUID AI, unpacks what might be the biggest shift in technology since the internet. We discuss the evolving landscape of artificial intelligence and its growing impact on businesses. Joe, who has been in his role for 70 days, brings fresh perspectives on how DRUID AI positioned itself as a workflow automation platform years before the market caught up, a bet that's now paying off as companies move beyond AI experimentation into real implementation. The discussion covers the current state of the AI market, including the challenges of customer adoption, why some customers actively prefer interacting with AI over humans, and the importance of maintaining a balance between generative and agentic AI. Joe also shares his vision of AI as the next major distribution platform. Just as Amazon has tried to make Alexa the operating system of our lives, OpenAI’s ChatGPT and similar platforms could become the primary gateway to accessing services in the future. Chapters00:00 - Meet Joe Kim 00:33 - Celebrating 70 days at DRUID AI 01:35 - What attracted Joe to DRUID 03:06 - The real value of AI 06:43 - What Joe learnt about the market 11:19 - The AI God Box for enterprises 14:08 - The state of the AI market 20:29 - Why you should learn about AI as much as you can 23:47 - Generative AI adoption among enterprises 27:36 - The concept of agent washing 36:05 - Is AI bigger than the internet? 39:11 - ChatGPT as the new distribution platform 48:52 - Will chatbots replace websites and apps? 50:31 - The next 6–12 months for DRUID AI 56:59 - The biggest AI ultimatum facing businesses today 1:01:29 - AI replacing people is not growth 1:05:33 - The systems of record at enterprises and LLMs 1:08:46 - The future of AI automation 1:14:13 - LLMs could replace apps Show notesFind out more about DRUID AI Follow Joe Kim on LinkedIn Sign up for our webinar: How to run AI like your business depends on it Follow Kane Simms on LinkedIn Take our updated AI Maturity Assessment Subscribe to VUX World Subscribe to The AI Ultimatum Substack Hosted on Acast. See acast.com/privacy for more information.

    1h 24m
  8. What is agentic AI? Inside Teneo’s real-world automation approach with Anne Jenkins

    11/06/2025

    What is agentic AI? Inside Teneo’s real-world automation approach with Anne Jenkins

    Everyone's slapping 'agentic' on their AI products, but what does that even mean? Anne Jenkins, Vice President of Solution Architecture at Teneo, helps us separate substance from buzzwords. In this episode, Anne shares her expertise on agentic AI and the evolution of conversational AI technologies. We explore what truly makes an AI ‘agentic’ versus the marketing hype all over your LinkedIn feed and beyond. Anne explains why Teneo's hybrid approach, combining traditional NLU capabilities with large language models, creates more reliable, cost-effective, and latency-friendly solutions than pure LLM implementations. We also discuss the challenges organisations face when adopting AI solutions, including the misconception that LLMs alone can solve all problems without proper conversation design or business rule integration. Anne shares valuable insights on how companies can prepare for AI adoption through education, competitive pilots, and architectural considerations. We touch on many best practices when it comes to implementation, with Anne emphasising the importance of proper context engineering, state management, and dynamic prompting. Chapters00:00 - Meet Anne Jenkins 05:01 - AI is now a boardroom conversation 06:48 – OpenAI’s agentic AI platform 08:48 – What is an AI agent? 21:38 – The hybrid AI model or end-to-end LLMs 26:49 – AI in debt collection 34:55 – How Teneo helps implement agentic AI 42:39 – Context engineering 47:19 – State management and LLMs 55:40 – How Teneo designs AI experiences 01:00:32 – Demo – teaching Teneo something new 01:10:26 – How businesses should adopt AI 01:16:44 – What sets Teneo apart Show notesCheck out Teneo Follow Anne Jenkins on LinkedIn Read Kane’s article - What agentic AI actually is: a deeply researched and definitive explanation Follow Kane Simms on LinkedIn Take our updated AI Maturity Assessment Subscribe to VUX World Subscribe to The AI Ultimatum Substack Hosted on Acast. See acast.com/privacy for more information.

    1h 20m
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Ratings & Reviews

4.9
out of 5
8 Ratings

About

Interviews with the best brains in AI, sharing how to improve customer experience and business operations using emerging AI technologies such as voice AI, conversational AI, NLP, Large Language Models (LLMs), generative AI and more. We educate business leaders and teams on why and how AI technologies are revolutionising the way consumers engage with businesses and the internet, why that matters and how to implement it properly. “One of the most consistently insightful and deeply respected podcasts in the industry”Bradley Metrock, Score Publishing Hosted on Acast. See acast.com/privacy for more information.

Information

  • Creator
    Kane Simms
  • Years Active
    2018 - 2026
  • Episodes
    367
  • Rating
    Clean
  • Copyright
    © VUX World
  • Show Website
    VUX World

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