Podcast Episodes
Back to SearchIs visual context the missing link in AI for CX?
Episode 93
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AI has become remarkably good at answering questions — but customer experience should go beyond answers. It’s about resolution. Too o…
4 months ago
Can journalism teach us how to trust AI?
Episode 92
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In this episode of Deep Learning with PolyAI, Michelle Schroeder sits down with Dom Nicastro, Editor-in-Chief at Simpler Media Group …
5 months, 1 week ago
What does truly multilingual CX sound like?
Episode 91
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Every customer expresses themselves differently, and their choice of language is no exception. So how can brands bridge the gap when …
6 months ago
How can enterprises become fluent in AI? (VOX 2025 conference recap!)
Episode 90
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At VOX 2025, one thing was clear: the best brands aren’t just adopting AI — they’re becoming fluent in it.
In this episode of Deep Lea…
6 months, 1 week ago
Can we solve AI's "deer-in-headlights" problem? (with Dan Miller, founder of Opus Research)
Episode 89
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The conversational AI market has exploded: ~650 companies, even more tools, and way too many promises. For business leaders, navigati…
6 months, 3 weeks ago
Should hyper-growth brands still pick up the phone? (with Austin Towns, CTO of Hello Sugar)
Episode 88
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Hello Sugar is one of the fastest-growing service brands in America, with more than 140 locations and counting. From the start, they …
6 months, 3 weeks ago
Why do LLMs ramble on and on? (with Oliver Shoulson, Lead Dialogue Designer at PolyAI)
Episode 87
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Large language models are powerful tools — but why do they ramble on and on instead of just getting to the point?
In this episode of D…
7 months, 2 weeks ago
Are "silent complaints" killing your brand? (with Adrian Swinscoe of Punk CX)
Episode 86
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Most companies measure CX through surveys, reviews, and dashboards. But there is real danger in “silent complaints”: the underwhelmin…
7 months, 3 weeks ago
Is agentic AI the answer to broken analytics?
Episode 85
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Analytics has always been the hardest part of the contact center. Dashboards are slow, incomplete, and rarely used outside of special…
8 months ago
Your new favorite colleagues aren’t human
Episode 84
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We all know AI agents can answer calls (with varying success rates depending upon their sophistication). But what if AI agents could …
8 months, 1 week ago