In this episode of Deep Learning with PolyAI, Michelle Schroeder sits down with Nate Brown, Head of Education and Enablement at Metric Sherpa and cofounder of CX Accelerator, to discuss how AI is reshaping the way companies think about customer...

In this episode of Deep Learning with PolyAI, Nikola Mrkšić sits down with Steven Fine, GM of Restaurants at PolyAI, to explore how technology has shaped the customer experience in restaurants over the past century.From the first phone ...

In this episode of Deep Learning with PolyAI, Michelle Schroeder sits down with Sarah Wright, Vice President of Global Customer Service at ResMed, to talk about what it really takes to transform healthcare CX. Sarah describes the challenge as a...

In this episode of Deep Learning with PolyAI, your host Nikola Mrkšić chats with Alex Brown to unpack what happens when AI takes over the administrative work that quietly defines modern healthcare. Instead of replacing doctors and clinicians, A...

In this episode of Deep Learning with PolyAI, Nikola Mrkšić sits down with Nathan Pearson, GM, Financial Services at PolyAi, to trace the evolution of personalized banking. From branch tellers and ATMs to digital channels and AI-driven experien...

AI has become remarkably good at answering questions — but customer experience should go beyond answers. It’s about resolution. Too often, AI fails when customers can’t easily explain what they’re seeing on their screen.In this episode o...

In this episode of Deep Learning with PolyAI, Michelle Schroeder sits down with Dom Nicastro, Editor-in-Chief at Simpler Media Group and longtime journalist covering CX, content, and enterprise tech.Dom has spent years wa...

Every customer expresses themselves differently, and their choice of language is no exception. So how can brands bridge the gap when customers come to them speaking different languages?In this episode of Deep Learning with PolyAI, Jenn ...

At VOX 2025, one thing was clear: the best brands aren’t just adopting AI — they’re becoming fluent

The conversational AI market has exploded: ~650 companies, even more tools, and way too many promises. For business leaders, navigating all this can be paralyzing.In this episode of Deep Learning with PolyAI, your host Nikola Mrkšić sit...

Hello Sugar is one of the fastest-growing service brands in America, with more than 140 locations and counting. From the start, they built a text-first, digital experience that customers loved. But growth brought new insights: even in a digital...

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 Deep Learning with PolyAI, Nikola Mrkšić sits down with Oliver Shoulson, one of PolyAI’s original dialog...

Most companies measure CX through surveys, reviews, and dashboards. But there is real danger in “silent complaints”: the underwhelming experiences that customers never report, but quietly share with friends or that stop them from coming back.

Analytics has always been the hardest part of the contact center. Dashboards are slow, incomplete, and rarely used outside of specialist teams. But what if analytics could be as simple as asking a question?In this episode of Deep Learni...

We all know AI agents can answer calls (with varying success rates depending upon their sophistication). But what if AI agents could also help CX leaders analyze their deployments, ask questions about their unique challenges and opportunities, ...

🚨 OpenAI just made its Realtime API generally available, and it's got everyone talking. But is it a true game-changer, or just another update?In this episode, your host Nikola Mrkšić (Co-founder & CEO, PolyAI) is joined by Shawn Wen...

Ever wonder what really makes an AI voice feel human? In this episode of Deep Learning with PolyAI, an all-star panel from our dialogue design and engineering teams takes you behind-the-scenes to share how the hardest part of CX automation actu...

In this episode, your host Nikola Mrkšić sits down with Matt Henderson, VP of Research at PolyAI, to unpack the state of large language models, their quirks, and what really matters when building smarter voice agents for customer service.

Brian Jeppesen, who serves as Director, Contact Center Operations at Fertitta Entertainment, joined your host Nikola Mrkšić to discuss his vision for the AI-powered contact center.Listen to hear Nikola and Brian cover:• How to o...

PolyAI co-founder and CTO Shawn Wen joins Nikola for a deep dive into the just-released OpenAI GPT-5 model. From model-flipping and 4o's depreciation to curbing sycophancy and determining which LLM out there is #1 for coding, they cover it all....

This week, Nikola is joined by Becky Kershaw, Deployments Lead at PolyAI.Becky shares how using her own British accent for AI voice cloning increased engagement in outbound sales, showing the power of personalization and cultural fit.

Following up from Nikola Mrkšić and Nathan Benaich's recent article for Fortune -- ‘AI rollup’ investors think services firms can trade more like software companies. Here’s what they get wrong. Read here -- https://fortune.com/2025/06/27/ai-rol...

Fortune article: http://fortune.com/2025/06/27/ai-rollup-investment-strategy/Nikola reflects on his recent Fortune commentary (above) into the transformative potential of AI rollup strategies in Business Process Outsourcing (BPO). He an...

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...

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 evolvin...