Marc Bernstein speaks with Alex Levin, Founder & CEO of Regal.ai, about how AI is reshaping contact centers. They explore why AI agents are now the cheapest, most effective way to handle interactions, the barriers to full AI adoption, and when we’ll see 90% AI-powered contact centers. Looking ahead, they predict a future where AI removes friction from customer service, making great experiences effortless.

Timestamps:

00:00 Introduction

00:58 Founding Regal.ai

07:00 Valuable & Cost Effective

10:54 AI Agent Barriers

13:45 Technology vs. People

16:20 AI Agent Process

21:00 Future of AI Intelligence

26:17 Regal.ai in 1 Year

31:44 Companies Who Are Ready

33:26 AI in 3 Years

Marc Bernstein sits down with Isaiah Granet, Founder & CEO of Bland AI, to explore how Voice AI agents are revolutionizing customer service and making long hold times a thing of the past. They dive into how Bland AI is designing conversational AI that feels personal, responsive, and as effortless as talking to an old friend.

The discussion covers the evolution of voice as the preferred customer service channel, why AI-driven conversations can outperform human interactions, and how companies can create seamless, frustration-free customer experiences. They also tackle the impact of AI on jobs, exploring whether automation will replace workers or open up new opportunities for more meaningful roles.

Looking ahead, they imagine a future where customers interact with AI-powered personal assistants instead of navigating clunky phone trees—an era where great service is just a voice command away.

Timestamps:

00:00 Introduction

00:57 Voice AI Agent using Gen AI

02:30 Founding Story

07:35 Engagement with Voice AI

10:30 LLM Data

12:40 Training AI on Social Skills

17:00 Different AI Tools

19:40 Strategies as AI Leaders

24:00 AI Taking Jobs

36:22 AI in 3 Years

Ricardo Herreros-Symons and Marc Bernstein explore the rapidly evolving world of contact center AI, from real-time automation to the next frontier of seamless, natural-sounding conversations. They discuss how AI is enhancing agent performance, handling complex interactions, and redefining customer service. Together, they examine the balance between cutting-edge speech recognition technology and maintaining human-like interactions, highlighting what’s next for AI in the contact center space.

Timestamps:

00:00 Introduction

01:10 Contact Center AI

03:40 AI Intelligence

07:35 Natural Language

10:45 Getting it Right with AI

17:45 Speechmatics

22:40 Speechmatics Demo

26:35 Automated Use Cases

30:15 AI in 3 Years

Kishlaya Sharma and Marc Bernstein discuss the future of AI, back-office automation, and the delicate balance between leveraging cutting-edge technology while keeping the humanness in the contact center.

Timestamps:

00:00 Bling Introduction

07:25 Unified Platforms

10:12 Bling's Approach

14:00 AI in Communications

17:25 AI Agents vs. Human Agents

20:20 LLM's at Bling

26:30 Relinquishing Control

33:13 AI in 3 Years

Etie Hertz and Marc Bernstein discuss Loris' customer insights, quality assurance, agent copilot and more.

Timestamps:

00:00 Loris Introduction & Startup Life

05:45 Loris' Growth

11:00 Automating Volume

15:15 Loris Value Propositions

22:30 Sentiment Analysis

28:30 Agent Copilot & Customer Success

34:10 Loris' Future & AI in 3 Years

Bobby Hakimi and Marc Bernstein discuss Convoso's AI capabilities, automated call assistants, prompt engineering, and more.

Timestamps:

00:00 Introduction

00:55 Convoso & AI Capabilities

05:00 Automated Call Assistants

07:15 Support Use Cases

08:23 Prompt Engineering

14:30 Convoso's AI Roadmap

22:10 AI in 3 Years

Tom Laird and Marc Bernstein discuss OttoQA's capabilities, LLM approach vs. keyword approach, and calibration & QA workflows.

Timestamps:

00:00 OttoQA Beginnings & AI Experience

08:00 LLM Approach vs. Keyword Approach

11:00 Customer Experience

15:00 OttoQA Capabilities

24:15 Calibration & QA Workflow

34:05 OttoQA & AI in 3 Years

Davit Baghdasaryan and Marc Bernstein discuss Krisp's incredible noise cancelling technology, customer wins, and the talk around AI Agents vs. Human Agents.

Timestamps:

00:00 Growing Up Outside of the US

03:34 Teachings from Silicon Valley

05:52 Krisp's Technology

09:32 AI Build Path

12:47 Krisp's Wins

20:06 Customer Wins

22:32 AI Agents vs. Human Agents

29:30 AI in 3 Years

Blair and Marc discuss the convergence of contact center technologies, the new professional agent, Chick-fil-A CX missteps, and best practices for companies focusing on engagement.

Blair Pleasant is President & Principal Analyst of COMMfusion LLC and a co-founder of BCStrategies. With over 20 years experience as an industry analyst, she is a frequent speaker and participant in industry conferences, webinars, podcasts, and other events to help educate customers, solution providers, channel partners, investors, and others about the evolving Unified Communications and Collaboration and contact center markets.

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Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/

Learn more about Balto: balto.ai

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Send in a voice message: https://anchor.fm/marcbernstein/message

Megan and Marc discuss lessons from theater, the power of mindfulness and empathy, and new digital frontiers for managing successful CX.

Megan Merrick is a passionate advocate for building unrivaled customer experiences for companies. She is currently championing this pursuit as Head of CX at Candy Digital, a digital collectables company that works with household names like the MLB, WWE, and Netflix. Megan was recently recognized as a CCW 2022 Next Generation Leader.

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Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/

Learn more about Balto: balto.ai

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Send in a voice message: https://anchor.fm/marcbernstein/message