Ricardo Herreros-Symons and Marc Bernstein explore the rapidly evolving world of contact center AI, from real-time automation to the next frontier of seamless, natural-sounding conversations. They discuss how AI is enhancing agent performance, handling complex interactions, and redefining customer service. Together, they examine the balance between cutting-edge speech recognition technology and maintaining human-like interactions, highlighting what’s next for AI in the contact center space.

Timestamps:

00:00 Introduction

01:10 Contact Center AI

03:40 AI Intelligence

07:35 Natural Language

10:45 Getting it Right with AI

17:45 Speechmatics

22:40 Speechmatics Demo

26:35 Automated Use Cases

30:15 AI in 3 Years