Episode 42: Using AI in voice customer support, with PolyAI co-founder and CEO Nikola Mrkšić

CX, AI, and Outsourcing

In this episode we delve into the world of conversational AI with Nikola Merckseck, co-founder and CEO of PolyAI. With a rich background in machine learning and natural language processing, including a stint at Apple, Nikola brings unique insights into the evolving landscape of customer support technology. Listen as we explore the challenges, innovations, and future of AI in voice customer support.
Outline of conversation

1. Introduction to Nikola and PolyAI: Background on Nikola's journey, from academia to co-founding PolyAI, and the company's focus on conversational AI for customer support.
2. PolyAI's Business Model and Market Focus: Discussion on why PolyAI chose to operate in both the UK and the US, and their decision to establish an office in New York City over San Francisco.
3. The Origin and Evolution of PolyAI: Insight into the founding of PolyAI, the role of deep learning and language models in their technology, and the significance of the transformer model in AI development.
4. Challenges in Conversational AI Development: An examination of the progression from traditional chatbot designs to advanced large language models, and the unique challenges in voice-based AI systems.
5. Impact of AI on Customer Support Industry: How PolyAI's technology is addressing labor shortages in call centers and changing the dynamics of customer support.
6. The Human Aspect in AI-Driven Customer Support: Discussion on the balance between AI automation and human touch in customer service, and the role of AI in reducing agent attrition.
7. Future Trends and Possibilities in AI: Speculations on the future integration of AI in customer service, including the potential role of consumer voice assistants like Siri and Alexa.
8. Closing Thoughts and PolyAI’s Vision: Final remarks on the importance of customer experience in AI deployment and the future directions of PolyAI.

Link to PolyAI's website.
Link to Nikola's LinkedIn profile.
Link to John's LinkedIn profile.
Link to prior episode with a PolyAI customer -- Episode 4: How Landry's uses conversational AL to improve customer experience, with Brian Jeppesen.