Deep Learning with PolyAI

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Deep Learning with PolyAI

Team PolyAI

74 episodes

1 week ago

Send us a text Nikola and Damien are back to discuss the ongoing evolution of AI in the contact center industry. We'll explore whether AI is truly replacing human workers or simply augmenting their capabilities, covering Klarna's automation efforts and recent Gartner predictions, and analyzing the challenges and opportunities in implementing AI solutions. We touch on essential aspects of project management, customer service strategies, and the future of AI integration in contact centers. Join...

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Send us a text Nikola and Damien are back to discuss the ongoing evolution of AI in the contact center industry. We'll explore whether AI is truly replacing human workers or simply augmenting their capabilities, covering Klarna's automation efforts and recent Gartner predictions, and analyzing the challenges and opportunities in implementing AI solutions. We touch on essential aspects of project management, customer service strategies, and the future of AI integration in contact centers. Join...

Show more...

Episodes (20/74)

Deep Learning with PolyAI

075: Human agent & AI cohesion in the contact center. What will it take?

Send us a text Nikola and Damien are back to discuss the ongoing evolution of AI in the contact center industry. We'll explore whether AI is truly replacing human workers or simply augmenting their capabilities, covering Klarna's automation efforts and recent Gartner predictions, and analyzing the challenges and opportunities in implementing AI solutions. We touch on essential aspects of project management, customer service strategies, and the future of AI integration in contact centers. Join...

1 week ago

23 minutes

Deep Learning with PolyAI

074: AI and the State of Financial Services

Send us a text VP of Product Marketing Brian Thompson joins Nikola to discuss the current state and future prospects of AI in financial services, including banking and insurance. The chat covers the importance of human oversight in AI deployments, the evolving landscape in banking and FinTech, optimization of back-office processes, and how financial institutions are leveraging generative AI. Brian shares insights on the differences between large legacy banks and smaller community banks, and t...

2 weeks ago

20 minutes

Deep Learning with PolyAI

073: What are everyday people using LLMs for, really?

Send us a text Damien and Nikola are back to discuss the transformative impact of generative AI in our everyday lives. The conversation covers everything from the rise of LLMs in personal development and therapy to DIY projects and coding. Discover how generative AI is reshaping industries, solving everyday problems, and why it's gaining traction in fields like legal services and medical advice. as well as future applications of AI. Follow PolyAI on LinkedIn Watch this and other episodes of t...

1 month ago

21 minutes

Deep Learning with PolyAI

072: Introducing Owl: PolyAI's in-house speech recognition model

Send us a text Guest host Meghan Berton and VP of Engineering Razvan Kusztos cover the release of PolyAI's Owl ASR model, while dishing goss on the intricacies of developing high-performing speech recognition models. They discuss the significance of in-house SLU tech, the challenges of ensuring accuracy across different accents and environments, and the benefits of using synthetic data. The conversation also covers the cultural nuances in text to speech models and how Poly AI leverages partne...

1 month ago

21 minutes

Deep Learning with PolyAI

071: Differentiation in a generative AI era

Send us a text Damien and Nikola discuss the brave initiatives taken by executives in the field of generative AI, their successes, and challenges. Nikola Mrkšić, CEO and co-founder of PolyAI, shares insights on differentiation in the generative AI space, the viability of build vs. buy decisions, and the importance of proof of concept in AI projects. The episode sheds light on the technological advancements and strategic decisions that help organizations capitalize on generative AI, with illus...

1 month ago

20 minutes

Deep Learning with PolyAI

070: The journey from digital-first to AI-first, and how to do it right

Send us a text Damien and Nikola discuss the implications of AI-first approaches in industries, with a focus on how companies like Duolingo and Klarna are navigating the AI transformation. We explore the concept of an intelligent enterprise operating system and debate whether traditional companies can adapt quickly enough. Additionally, we examine the potential impacts on human employment and strategies for businesses to keep their employees motivated amidst these changes. Follow PolyAI on Li...

1 month ago

24 minutes

Deep Learning with PolyAI

069: Announcing Agent Studio, the world's only voice-first conversational AI platform

Send us a text In this buzzy episode, Damien hosts PolyAI's Senior Vice President of Product, Devidas Desai, to announce the launch of Agent Studio, the world's only voice-first omnichannel CX platform for AI agents. Devidas provides an in-depth look into what Agent Studio is and discusses how the platform has been rigorously tested with live enterprise deployments and includes proprietary technologies like advanced automatic speech recognition and specialized language models. Hear about flag...

2 months ago

19 minutes

Deep Learning with PolyAI

068: DOGE bites federal phone lines. Are Elon & Co. shutting down toll-free?

Send us a text Damien and Nikola are back to discuss the impact of removing toll-free numbers for government services, focusing on the DOGE/Social Security Administration's briefly considered decision. They explore the potential operational and cost-saving implications of voice AI in government services, the challenges of optimizing such large systems, and the long-term strategies for digital transformation. The discussion also touches on the changing preferences of Generation Z towards voice...

2 months ago

16 minutes

Deep Learning with PolyAI

067: Sonnet 3.7 + Orion, AWS goes agentic & the US Patent Office sets rules

Send us a text Nikola and Damien chew the fat about developments from AI giants Anthropic and OpenAI, comparing their new models: Claude 3.7 and GPT-4.5 Orion, and where they place in the consumer and enterprise markets. We also touch on OAI's specialized agents for hire, Amazon's new agentic AI division and the recent stance of the US Patent Office on AI-generated content. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube

3 months ago

20 minutes

Deep Learning with PolyAI

066: The anatomy of telephony, part 3 - Predictions

Send us a text In the closing episode of Deep Learning's deep dive on telephony, Nikola and Oisin discuss innovative ideas in telephony, especially the concept of using a universal AI ringtone to replace lengthy warnings and terms during calls. They debate the efficacy of this idea and its potential global impact on user experience. They also touch on the challenges of integrating AI within legacy telephony systems and explore different modern communication protocols like Gibberlink. The conv...

3 months ago

17 minutes

Deep Learning with PolyAI

065: The anatomy of telephony, part 2 - Evolution

Send us a text The second episode of a three-part miniseries sees Deep Learning with PolyAI continue exploring the intricate world of telephony and VoIP! Nikola welcomes back Oisin Glenn, VP of Solutions Consulting, to chat about the historical development, current technologies, and the complexities of modern telephony. They discuss everything from PBX systems, VoIP protocols, and the rise of WebRTC to the unique challenges of international deployments, codec differences, and the open-source ...

4 months ago

22 minutes

Deep Learning with PolyAI

064: The anatomy of telephony, part 1 - Origins

Send us a text Nikola welcomes Oisin Glynn, VP of Solution Consulting, to discuss the fascinating history and evolution of modern telephony. Going back to the inception of telephone systems, from their early manual connections to the adoption of the PSTN and the advent of private branch exchanges (PBX), the conversation touches on the impact of the internet and mobile telephony on traditional phone systems, the rise of VoIP, and how companies like Cisco and Avaya played pivotal roles in trans...

4 months ago

23 minutes

Deep Learning with PolyAI

063: Surprising findings from PolyAI's recent CS trends report

Send us a text ** Check out the report that inspired the episode ** Damien welcomes PolyAI's senior director of brand, Kylie Whitehead, to discuss the findings from two comprehensive surveys highlighting trends in customer experience (CX) and contact center leadership. Learn about the evolving roles of CX leaders and the increasing influence of AI, as well as the differing sentiments of contact center agents towards automation. Follow PolyAI on LinkedIn Watch this and other episodes of the D...

4 months ago

25 minutes

Deep Learning with PolyAI

062: AI's Sputnik moment? DeepSeek R1 has entered the chat(GPT).

Send us a text Bonus breaking news episode of the Deep Learning with PolyAI podcast! Hosts Damien and Nikola chat about the recent release of DeepSeek's open-source R1 model, which has sparked widespread reaction across the tech world. The R1 model, created with limited resources, has matched or exceeded benchmarks of leading models from OpenAI and Meta, prompting discussions on its potential impact on AI development and market dynamics. The episode explores DeepSeek's engineering feats, the ...

5 months ago

18 minutes

Deep Learning with PolyAI

061: An early look at OpenAI's Operator

Send us a text Kylie takes the helm for this episode of Deep Learning with Poly AI, where she and PolyAI CEO Nikola Mrkšić chat(no GPT) about OpenAI's latest innovation: the Operator agent. From the concept of AI performing tasks such as ordering groceries, booking travel, and making restaurant reservations, to live demos of agentic requests, Kylie and Nikola butt heads on overall impact and explore the broader implications of AI in increasing productivity, interface interaction, and transfor...

5 months ago

19 minutes

Deep Learning with PolyAI

060: A deep dive into the UK's AI Opportunities Action Plan

Send us a text Damien and Nikola (CEO & Co-Founder of PolyAI) talk about the recently announced AI Opportunities Action Plan. The conversation highlights the UK’s historical contributions to AI, the challenges it faces due to American tech dominance, and the strategic moves to build a competitive AI ecosystem. They touch on the importance of infrastructure, talent attraction, public sector engagement, and ethical considerations in AI development. Tune in to hear detailed insights on how t...

5 months ago

22 minutes

Deep Learning with PolyAI

059: AI in 2024: A really big year in review.

Send us a text In this episode of 'Deep Learning with PolyAI,' Damien and Nikola reflect on the significant trends in AI throughout 2024, including the rise of generative AI, the stabilization of models, and increased enterprise adoption. They also discuss the importance of customer experience and data management in AI applications. As they look forward to 2025, they predict further advancements in hyper-personalization, enterprise scaling, and regulatory clarity. Join us for an insightful di...

5 months ago

24 minutes

Deep Learning with PolyAI

058: The rise of CAIOs and AI competency centers

Send us a text Orgs establishing AI competency centers or hiring Chief AI Officers are heavy in 2025 predictions. Sit beside the fire with Damien and Nikola Mrkšić, CEO and co-founder of PolyAI, in this enlightening episode of Deep Learning with PolyAI, as we tap into the emergence of Chief AI Officers (CAIOs) in organizations, their responsibilities, and the impact of AI on business operations. Explore the parallels between AI-heavy roles and traditional executive positions, the importance o...

5 months ago

25 minutes

Deep Learning with PolyAI

057: What the #$%& is agentic AI anyway?

Send us a text Time to decode the buzzterm du jour - in this episode of Deep Learning, Damien and Nikola discuss the emerging (or is it?) concept of agentic AI, and how AI systems that act autonomously and perform complex tasks could transform individual and corporate life. From planning vacations to automating business processes, we talk about the efficiency gains and potential risks associated with Agentic AI. We also touch on its implications for the future of AI technology and industry ad...

6 months ago

21 minutes

Deep Learning with PolyAI

056: The customer service conundrum, as indicated by a bunch of survey data.

Send us a text In this episode of 'Deep Learning with PolyAI,' host Damien and guest Kylie Whitehead, Senior Director of Brand and Marketing at PolyAI, discuss the evolving expectations of consumers when it comes to customer service, especially in the context of automation. Drawing from key industry survey results, they explore how organizations can balance the need for immediacy and personalized service using AI and customer data. From cultural differences between the UK and the US to terms ...

7 months ago

23 minutes