VUX World

In this podcast with Sarah Haider, Digital Manager for Conversational AI at Salzburg AG, we explore the journey of revolutionising customer interactions with AI. From the early days of NLU-based chatbots to embracing generative AI and retrieval-augmented generation technology, Sarah outlines the challenges and breakthroughs in enhancing Salzburg AG’s digital assistant capabilities.

Chapters:

00:00: Introduction to Sarah Haider and Salzburg AG

05:23: Why is AI appealing for the energy industry?

08:32: The history of AI at Salzburg AG

12:00: Measuring success pre-generative AI

16:25: Goals of exploring generative AI

19:50: Starting with Retrieval Augmented Generation (RAG)

24:10: Full RAG implementation process

39:45: Lessons in prompt design

44:45: Quality assurance tactics

48:25: Impact of generative AI

51:20: Other use cases for generative AI

The conversation highlights the strategic shift to generative AI, tackling complex use cases like public transport queries while maintaining customer satisfaction and reliability. Sarah dives into the importance of data preparation, prompt design, testing, and quality assurance, shedding light on what it takes to make AI solutions scalable and effective in real-world scenarios.

This episode is perfect for anyone looking to modernise their chatbot or explore the potential of AI in customer experience. From reducing call centre volume to delivering human-like interactions, Sarah's approach demonstrates how innovation can elevate both business impact and customer satisfaction.

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From the rise of ChatGPT to the death of intent classification, Alan shares insights into how modern AI systems, like Rasa's CALM approach, are reshaping enterprise workflows and user experiences.

Alan shares how Rasa's innovative platform integrates large language models with structured business logic, and is able to deliver robust, reliable, and natural conversations. Alan highlights the balance between deterministic workflows and flexible AI, debunking myths about agentic AI and discussing the critical role of context and understanding.

This episode is packed with actionable insights and a visionary outlook on where the industry is headed!

Visit Alan's LinkedIn - https://www.linkedin.com/in/anichol/

Find out more about Rasa - https://rasa.com/

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Read ‘What is agentic AI? A deeply researched definition’ on The AI Ultimatum Substack: https://kanesimms.substack.com/p/what-agentic-ai-actually-is-a-deeply?r=g9nf

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This episode features Noam Fine, co-founder and CEO of Hear.ai. Noam is a serial entrepreneur with multiple exits, having most recently founded Over.ai, which was acquired by Vonage in 2019.

In this conversation, we delve into the transformative potential of generative AI in the contact center. Not for automating conversations with customers, but for turning these conversations into insights. Insights that can lead to tremendous improvements in customer experience, and business growth.

We explore how generative AI can enable new mindsets and move beyond incremental improvements, fundamentally reshaping the way organisations approach customer service and support.

At the heart of the conversation is the concept of the "Customer Value Exchange" (CVX) - the idea of turning contact centers from traditional cost centers into strategic value centers that can provide invaluable insights to drive business growth.

We discuss the details behind the hear.ai platform and how it leverages a unique blend of small and large language models, as well as fine-tuned models, to achieve reliability and cost-efficiency in analysing customer interactions.

This episode offers a glimpse into the transformative power of generative AI in the contact center industry, showcasing how innovative solutions like the Here AI platform can redefine the customer experience landscape and drive tangible business impact.

Visit Noam's LinkedIn - https://www.linkedin.com/in/noamfine/

Read our 15 AI Trends in Customer Experience 2025 - https://vux.world/customer-experience-trends-2025/?utm_source=vux&utm_medium=Podcast&utm_campaign=Trends2025

Be sure to check out hear.ai - https://www.linkedin.com/company/hear-ai/posts/?feedView=all

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Sign up to our Substack - https://kanesimms.substack.com?utm_source=navbar&utm_medium=web

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This episode features Noam Fine, co-founder and CEO of Hear.ai. Noam is a serial entrepreneur with multiple exits, having most recently founded Over.ai, which was acquired by Vonage in 2019.

In this conversation, we delve into the transformative potential of generative AI in the contact center. Not for automating conversations with customers, but for turning these conversations into insights. Insights that can lead to tremendous improvements in customer experience, and business growth.

We explore how generative AI can enable new mindsets and move beyond incremental improvements, fundamentally reshaping the way organisations approach customer service and support.

At the heart of the conversation is the concept of the "Customer Value Exchange" (CVX) - the idea of turning contact centers from traditional cost centers into strategic value centers that can provide invaluable insights to drive business growth.

We discuss the details behind the hear.ai platform and how it leverages a unique blend of small and large language models, as well as fine-tuned models, to achieve reliability and cost-efficiency in analysing customer interactions.

This episode offers a glimpse into the transformative power of generative AI in the contact center industry, showcasing how innovative solutions like the Here AI platform can redefine the customer experience landscape and drive tangible business impact.

Visit Noam's LinkedIn - https://www.linkedin.com/in/noamfine/

Read our 15 AI Trends in Customer Experience 2025 - https://vux.world/customer-experience-trends-2025/?utm_source=vux&utm_medium=Podcast&utm_campaign=Trends2025

Be sure to check out hear.ai - https://www.linkedin.com/company/hear-ai/posts/?feedView=all

Sign up to the VUX World Newsletter - https://vuxworld.typeform.com/to/Qlo5aaeW?typeform-source=www.linkedin.com

Sign up to our Substack - https://kanesimms.substack.com?utm_source=navbar&utm_medium=web

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Join us as we dive into the evolving landscape of customer experience with Alannah Martin, Value Owner at Ovo Energy.

From applying Lean Six Sigma principles to tackling inefficiencies, to scaling conversational AI for real-world impact, we explore how technology and human-centric design drive innovation in service industries. Discover the secrets behind successful chatbots, operational alignment, and reducing cognitive load for both customers and employees.

Whether you’re a CX enthusiast or an automation advocate, this episode is packed with actionable insights and forward-thinking strategies for the new age of customer engagement.

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Hosted on Acast. See acast.com/privacy for more information.

Every big tech company is working on foundational generative AI models and promises that the future will be different. Yet…

Large Enterprises have generative AI policies in place now that prohibit the usage of the technology. There is a gap in the middle on an opportunity emerging surrounding quality assurance and governance for generative AI applications that will enable the technology to meet its potential whilst satisfying the concerns of enterprise.

The company that is uniquely positioned to take advantage of this is Cyara. So I sat down with CEO Rishi Rana to discuss this and much more.

Make sure to visit Cyara

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Generative AI is often marketed as a magical tool—just upload your data and let the model do the heavy lifting. But the reality is far from simple. Retrieval-Augmented Generation (RAG) doesn’t work without thoughtful preparation, clear strategy, and, most importantly, quality content.

In this episode, we dive deep into the critical role content plays in the success of AI systems like RAG. Join us as we speak with seasoned content strategists and AI industry experts who have been on the frontlines of managing and optimizing knowledge bases for AI use cases. We’ll explore why the future of AI isn’t about replacing writers—it’s about empowering content designers, technical writers, and knowledge architects to create structured, optimized, and actionable information that AI can truly work with.

If you’ve ever wondered why your AI project underdelivered or how to transform legacy content into a powerful AI resource, this episode is for you.

Hosted on Acast. See acast.com/privacy for more information.

Generative AI is often marketed as a magical tool—just upload your data and let the model do the heavy lifting. But the reality is far from simple. Retrieval-Augmented Generation (RAG) doesn’t work without thoughtful preparation, clear strategy, and, most importantly, quality content.

In this episode, we dive deep into the critical role content plays in the success of AI systems like RAG. Join us as we speak with seasoned content strategists and AI industry experts who have been on the frontlines of managing and optimizing knowledge bases for AI use cases. We’ll explore why the future of AI isn’t about replacing writers—it’s about empowering content designers, technical writers, and knowledge architects to create structured, optimized, and actionable information that AI can truly work with.

If you’ve ever wondered why your AI project underdelivered or how to transform legacy content into a powerful AI resource, this episode is for you.

Hosted on Acast. See acast.com/privacy for more information.

Dmitry is the CEO of MindStudio, an AI automation platform that's raised $36m in funding to bring AI automation into the hands of businesses. With a background at Google and ServiceNow, Dmitry has a wealth of experience in building product teams that delivery immense value. He joins me today to share how MindStudio is enabling AI transformation across the board.

This episode is sponsored by Intel® Core Ultra processors and the Intel vPro® platform. Elevate your business with AI-powered PCs from Intel full of enhanced features like improved productivity, enhanced battery life, and integrated Arc graphics.​

Supercharge your company today. Discover more: https://intel.ly/3A3Ziwq ​

Visit - https://www.mindstudio.ai/

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