Voice AI: Transitioning Contact Center Into Command Center

In this episode of The Age of AI, host Shelly Kramer explores how voice AI is revolutionizing customer service by transforming traditional contact centers into powerful command centers. Her guest, Nikola Mrkšić, co-founder and CEO of PolyAI, shares insights on developing conversational AI that creates human-like customer service experiences. They discuss: - Why 89.7% of contact center agents report increased customer hostility - The surprising return to voice communication among Gen Z - How voice AI can improve both customer satisfaction and agent experience - Technical innovations that enable natural voice interactions - Why traditional automation attempts often fail customer expectations - The evolution from contact centers to data-driven command centers Discover how PolyAI's technology is helping major enterprises deploy conversational AI that sounds and responds like a human, reducing costs while maintaining or improving customer satisfaction. Learn about the future of customer service technology and the role AI plays in handling the growing complexity of customer interactions. Contact Center Challenges (00:03:58) Discussion on the difficulties faced by contact center agents and the need for AI solutions. Customer Preferences in Communication (00:04:12) Nikola explains how customer demands and preferences are shifting towards self-service and efficiency. Generational Communication Trends (00:06:02) Exploration of how different generations prefer to communicate, highlighting a resurgence in voice calls among Gen Z. The Role of Voice in Customer Service (00:08:43) Nikola discusses the importance of voice communication in customer service and its growing acceptance in enterprises. AI Implementation Challenges (00:09:39) The conversation shifts to the challenges companies face in effectively implementing AI technologies. Human-Like AI Interactions (00:11:41) The speakers discuss the advancements in making AI interactions feel more human and relatable. Increase in Customer Abuse (00:12:55) Shelly and Nikola explore the reasons behind the rising abuse and hostility faced by contact center agents. Automation as a Solution (00:14:10) Nikola suggests that automating routine inquiries can improve agent satisfaction and customer interactions. PolyAI's Journey (00:16:22) Nikola discusses the founding of PolyAI and its mission to enhance customer service through advanced AI technology. The Cost of Quality (00:20:26) Discussion on the value of high-quality AI solutions for contact centers and potential cost savings. AI Protection for Agents (00:21:23) Importance of AI in protecting contact center agents from abuse and boredom. Technical Architecture of AI (00:23:16) Overview of the complex technology behind voice agents and its essential functions. Building Trust in AI (00:25:54) Addressing customer skepticism and the need for reliable AI systems in customer service. Exciting Developments at PolyAI (00:29:58) Announcement of a campaign showcasing their platform and recent successes in the industry. Transforming Contact Centers (00:32:37) Discussion on evolving contact centers into command centers for better operational insights. The Role of Contact Centers in Product Development (00:35:01) Emphasizing the contact center's value as a front line for customer feedback and product improvement. #AgeOfAI #VoiceAI #CustomerService #ContactCenter #AI #CustomerExperience #PolyAI #shellykramer #kramerandco #NikolaMrkšić