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

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

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

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

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

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

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

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

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

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

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

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

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 1280 720 Taras Semeniuk

Building enterprise AI agents in hours with Merlin Bise, CTO at Inbenta

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 1280 720 Taras Semeniuk

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

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

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

A pulse check on conversational AI in 2026

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 1280 720 Taras Semeniuk

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

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 1280 720 Taras Semeniuk

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

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 1280 720 Taras Semeniuk

The realities of deploying generative AI in customer support with Alia Azim, Citation Group

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 1280 720 Taras Semeniuk

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

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 1280 720 Taras Semeniuk

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

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 1280 720 Taras Semeniuk

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.

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

Designing conversational AI that works with Anne Cantera of Optimum

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 1280 720 Taras Semeniuk

The AI talent war with Chris Morrow, Founder of Digitalent

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 2560 1443 Taras Semeniuk

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.

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

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?

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How AI is rewriting the business automation playbook with Joe Kim, CEO of DRUID AI 2560 1439 Taras Semeniuk

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

Learn why AI might be the biggest shift in technology since the internet.

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What is agentic AI? Inside Teneo’s real-world automation approach with Anne Jenkins 2560 1472 Taras Semeniuk

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?

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15 million chats per year: Lessons in AI-driven customer conversations from Lloyds Banking Group with Cainan Wright and John Young 1280 720 Taras Semeniuk

15 million chats per year: Lessons in AI-driven customer conversations from Lloyds Banking Group with Cainan Wright and John Young

Learn what it really takes to scale conversational AI to 15 million conversations per year.

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Mastering context engineering in conversational AI with Martin Cross, Connect 1280 720 Taras Semeniuk

Mastering context engineering in conversational AI with Martin Cross, Connect

Discover the art and science of context engineering in conversational AI with Martin Cross, President of Connect.

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Making human-like voice AI accessible and affordable with NLX and Inworld 1280 720 Taras Semeniuk

Making human-like voice AI accessible and affordable with NLX and Inworld

Discover how NLX and Inworld make studio-quality voice experiences accessible to developers and enterprises at scale.

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