Podcast

How the company behind Confused.com and Uswitch uses AI to resolve up to 70% of customer conversations with Anna Fedorchuk, RVU
How the company behind Confused.com and Uswitch uses AI to resolve up to 70% of customer conversations with Anna Fedorchuk, RVU 1280 720 Taras Semeniuk

What does it take to run AI-first customer service at a national scale? RVU’s Anna Fedorchuk on hitting up to 70% resolution across Confused.com and Uswitch.

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  • Kane Simms

Omotenashi: Japanese concept of hospitality and what CX teams can learn from it with Daniel Orenes Ferrández, Uber
Omotenashi: Japanese concept of hospitality and what CX teams can learn from it with Daniel Orenes Ferrández, Uber 1920 1080 Kane Simms

Japan has some of the highest customer service expectations in the world. Daniel Orenes Ferrández of Uber explains how that shapes conversational AI design, from apology tone to sentiment analysis.

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  • Kane Simms

The trust layer banks need for an agentic future with Mathias Fanschek, Raiffeisen Bank International
The trust layer banks need for an agentic future with Mathias Fanschek, Raiffeisen Bank International 1920 1080 Kane Simms

We discuss why banks need a trust layer for AI agents, and what headless banking means for the future of finance.

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  • Kane Simms

What most companies get wrong about voice AI with Henry Vaage Iversen, boost.ai
What most companies get wrong about voice AI with Henry Vaage Iversen, boost.ai 1280 720 Kane Simms

We dig into what’s changed in voice AI technology, why phone volumes continue to rise and how large language models are reshaping what’s possible on the voice channel.

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  • Kane Simms

How PolyAI built a voice AI model that handles millions of customer calls with Nikola Mrkšić
How PolyAI built a voice AI model that handles millions of customer calls with Nikola Mrkšić 1280 720 Kane Simms

In this episode, we explore fine-tuned LLMs, enterprise voice AI and the future of conversational customer experience. Discover how PolyAI powers millions of customer interactions for global enterprises.

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  • Kane Simms

Most AI projects fail. Here’s how to pick the ones that don’t with Thomas Schaefer, Uniphore
Most AI projects fail. Here’s how to pick the ones that don’t with Thomas Schaefer, Uniphore 1280 720 Kane Simms

Explore how Uniphore is evolving from conversational AI into a horizontal enterprise AI platform. In this episode, we discuss agentic AI, use case selection, human-in-the-loop systems, data readiness and the future of autonomous business workflows.

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Building enterprise AI agents in hours with Merlin Bise, CTO at Inbenta
Building enterprise AI agents in hours with Merlin Bise, CTO at Inbenta 1280 720 Taras Semeniuk

Enterprise AI tools can spin up a prototype in an hour. Getting that prototype to production with the accuracy, security, and scale still takes months for most companies.

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Where generative AI earns its place in fintech. Lessons from Jaja Finance with Adrian Matei
Where generative AI earns its place in fintech. Lessons from Jaja Finance with Adrian Matei 1280 720 Taras Semeniuk

Most teams are still asking where to use AI. The better question is where not to.

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  • Kane Simms

A pulse check on conversational AI in 2026
A pulse check on conversational AI in 2026 1280 720 Kane Simms

We hit the floor at the European Chatbot and Conversational AI Summit in Edinburgh with a mic and a simple rule: answer a question, then leave one for the next person.

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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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