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Podcast

Your contact centre is sitting on a goldmine of customer insight with Shane Lynn, EdgeTier
Your contact centre is sitting on a goldmine of customer insight with Shane Lynn, EdgeTier 1280 720 Taras Semeniuk

Most contact centres generate thousands of conversations a day, yet most of that data goes unanalysed. In this episode, we discuss how conversational intelligence can turn that data into actionable signals across every interaction.

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Testing for trust in the age of AI agents with Amitha Pulijala and Christoph Börner, Cyara
Testing for trust in the age of AI agents with Amitha Pulijala and Christoph Börner, Cyara 1280 720 Taras Semeniuk

Discover how leading teams are testing AI agents in a world of non-deterministic systems, covering trust, cost and scale.

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The realities of deploying generative AI in customer support with Alia Azim, Citation Group
The realities of deploying generative AI in customer support with Alia Azim, Citation Group 1280 720 Taras Semeniuk

In this episode, we discuss how to shift from traditional NLU chatbots to generative AI conversational agents.

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AI agents with salaries: Inside the “Cloud Employee” model with Gabe Larsen, Atonom
AI agents with salaries: Inside the “Cloud Employee” model with Gabe Larsen, Atonom 1280 720 Taras Semeniuk

What happens when AI stops being treated like a tool and starts being hired like an employee?

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The evolution of conversation design in the age of generative AI with Georgios Tserdanelis, JPMorganChase
The evolution of conversation design in the age of generative AI with Georgios Tserdanelis, JPMorganChase 1280 720 Taras Semeniuk

We explore how conversational AI has evolved from scripted IVR and NLU systems to large language models and agentic experiences.

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Automating customer service across 170 countries with HBX Group
Automating customer service across 170 countries with HBX Group 1280 720 Taras Semeniuk

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.

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Designing conversational AI that works with Anne Cantera of Optimum
Designing conversational AI that works with Anne Cantera of Optimum 1280 720 Taras Semeniuk

From IVRs to multimodal AI experiences, the hardest problems are rarely technical. Anne Cantera breaks down what it takes to design conversational AI that customers trust and use.

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The AI talent war with Chris Morrow, Founder of Digitalent
The AI talent war with Chris Morrow, Founder of Digitalent 1280 720 Taras Semeniuk

Cars are becoming one of the most competitive frontiers in AI, and most people don’t realise how complex it really is.

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The AI-driven evolution of the in-car experience with BalaKrishna Kolluru, Senior Director of AI at Cerence AI
The AI-driven evolution of the in-car experience with BalaKrishna Kolluru, Senior Director of AI at Cerence AI 2560 1443 Taras Semeniuk

Cars are becoming one of the most competitive frontiers in AI, and most people don’t realise how complex it really is.

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Why AI is the future of customer service with Fergal Reid, Chief AI Officer at Intercom
Why AI is the future of customer service with Fergal Reid, Chief AI Officer at Intercom 2560 1437 Taras Semeniuk

What does it really take to build AI that can resolve customer support at scale reliably, safely, and with measurable business impact?

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