Deep Learning with PolyAI
Team PolyAI
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About This Podcast
PolyAI's CEO/co-founder Nikola Mrkšić and team invite guests to candidly discuss trends and tech in AI, voice throughout the enterprise, and nailing the customer experience.
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Recent Episodes
What will it take to climb healthcare’s “AI Everest”?
Send a textIn 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…
What happens when AI takes over healthcare admin?
Send a textIn 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…
From ATMs to AI: The History of Personalized Banking
Send a textIn 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…
Is visual context the missing link in AI for CX?
Send a textAI 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…
Can journalism teach us how to trust AI?
Send a textIn 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…
What does truly multilingual CX sound like?
Send a textEvery 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…
How can enterprises become fluent in AI? (VOX 2025 conference recap!)
Send a textAt 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 Learning with PolyAI, Michelle Schroeder, CMO of PolyAI,…
Can we solve AI's "deer-in-headlights" problem? (with Dan Miller, founder of Opus Research)
Send a textThe 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…
Should hyper-growth brands still pick up the phone? (with Austin Towns, CTO of Hello Sugar)
Send a textHello 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…
Why do LLMs ramble on and on? (with Oliver Shoulson, Lead Dialogue Designer at PolyAI)
Send a textLarge 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…
Are "silent complaints" killing your brand? (with Adrian Swinscoe of Punk CX)
Send a textMost 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…
Is agentic AI the answer to broken analytics?
Send a textAnalytics 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…
Your new favorite colleagues aren’t human
Send a textWe 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…
Did OpenAI’s Realtime API just change everything?
Send a text🚨 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…
Behind the Tech: How Dialogue Design Really Works (Deep Learning with PolyAI podcast, Ep. 82)
Send a textEver 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…
Raven v2 and the Race to Smarter Voice Agents with Matt Henderson (Deep Learning with PolyAI, Episode 81)
Send a textIn 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…
“Everybody wants AI, nobody wants BS” with Brian Jeppesen, Fertitta Entertainment
Send a textBrian 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…
077: Private equity roll-up strategies for AI, with Nathan Benaich
Send a textFollowing 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…
079: GPT-5 Era Starts Now: The AI Arms Race Just Escalated
Send a textPolyAI 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…
078: Forward deployed engineers: From the frontline of bringing AI to the world
Send a textThis 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…
Frequently Asked Questions
Deep Learning with PolyAI has published 95 episodes since October 2023, covering topics in Business, Management.
Deep Learning with PolyAI is currently highly active with new episodes weekly. Average episode length is 24m.
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