Deep Learning with PolyAI


PolyAI's CEO and co-founder Nikola Mrkšić invites guests to candidly discuss trends and tech in AI, voice throughout the enterprise, and nailing the customer experience.

Meet your host

Nikola Mrkšić

is Co-founder and CEO of PolyAI, the leading provider of voice AI agents for enterprise customer service. Nikola got his machine learning PhD from Cambridge and was the first hire at VocalIQ, acquired by Apple to make Siri more conversational. Nikola was named to the Forbes 30 under 30 list for his work with PolyAI.

About the show

We’re here to help business leaders make sense of the constantly-evolving world of AI and automation

We aim to be extremely conversational, just a bit controversial

A window into the most interesting challenges and opportunities in CX, AI, and contact center operations

Episodes

Is visual context the missing link in AI for CX? (with Zaccari Scalzi of Cobrowse.io)
Can journalism teach us how to trust AI? with Dom Nicastro, Editor-in-Chief at Simpler Media Group
What does truly multilingual CX sound like?
How can enterprises become fluent in AI? (Learnings from VOX 2025 conference)
Can we solve AI's “deer-in-headlights” problem? (with Dan Miller, founder of Opus Research)
Should Hyper-Growth Brands Still Pick Up the Phone? with Austin Towns, CTO of Hello Sugar
Why do LLMs ramble on and on?
Podcast - Episode 87

Why do LLMs ramble on and on?
Are “silent complaints” killing your brand? (with Adrian Swinscoe of Punk CX)
Is agentic AI the answer to broken analytics?
Your new favorite colleagues aren't human
Did OpenAI’s Realtime API just change everything?
Behind the tech: How dialogue design really works
Raven v2 and the Race to Smarter Voice Agents with Matt Henderson
“Everybody wants AI, nobody wants BS” with Fertitta Entertainment
GPT-5 Era Starts Now: The AI Arms Race Just Escalated
Forward deployed engineers: From the frontline of bringing AI to the world
Private equity roll-up strategies for AI, with Nathan Benaich
AI rollups – all VC sizzle, no stake?
Human agent and AI cohesion in the contact center. What will it take?
Artificial Intelligence and the State of Financial Services
What are we really using LLMs for (really)? Turns out, pretty deep stuff.
Meet Owl – PolyAI’s in-house speech recognition model (ASR)
Differentiation in a genAI era
The journey from digital first to AI first
Meet Agent Studio, the world’s only voice-first omnichannel CX platform.
DOGE bites federal phone lines. Are Elon & Co. shutting down toll-free?
Sonnet 3.7 + Orion, AWS goes agentic & the US Patent Office sets rules
The anatomy of telephony, part 3 - GibberLink & universal ringtones.
The anatomy of telephony, part 2
The anatomy of telephony, part 1 - Origins.
Key findings: AI in customer service trends report
DeepSeek R1 has entered the chat(GPT)
An early look at OpenAI's Operator
UK's AI Opportunities Action Plan
AI in 2024 - A year in review
Podcast - Episode 59

AI in 2024 - A year in review
The rise of CAIOs and AI competency centers
What the #$%& is agentic AI anyway?
The customer service conundrum
CX horror stories and AI agent armor
Generative AI's power paradox
Podcast - Episode 53

Generative AI's power paradox
Speech Synthesis - The Anatomy of a Voice Assistant #4
Agentforce Declassified
Podcast - Episode 51

Agentforce Declassified
Dialogue design. So hot right now.
AI News in Review
Podcast - Episode 49

AI News in Review
Council of Europe’s Framework Convention on AI.
The anatomy of a voice assistant #3:
Large language models (LLMs).
Anti-AI Brands: Smoke or fire?
Conversations, feat. Kenn So
Podcast - Episode 45

Conversations, feat. Kenn So
Speech recognition & Spoken Language Understanding (SLU)
Size Matters: The rise of small LMs
Navigating AI deepfakes in election season
Automation IRL
Podcast - Episode 41

Automation IRL
The anatomy of a voice assistant
Old news is good news for generative AI
Decoding QuantumBlack's State of AI report
Generative AI tools in the workplace
Putting the AI in big tech alliances
Artificial General Intelligence: Redux
The ScarJo Effect: Protecting voice in an AI world.
Series C raise & OpenAI’s GPT-4o
Conversations: Brian Jeppesen,
Fertitta Entertainment.
Generative AI: Build or Buy?
Podcast - Episode 31

Generative AI: Build or Buy?
The future of measuring success
How to avoid AI washing.
Podcast - Episode 29

How to avoid AI washing.
NLP vs NLP: 
AI and the art of persuasion.
Disruptive change management.
Podcast - Episode 27

Disruptive change management.
Inside NVIDIA GTC 2024.
Podcast - Episode 26

Inside NVIDIA GTC 2024.
Mythbusting generative AI “threats”.
Unlocking career growth in the contact center.
Sora, LAMs and the Elephant in the Machine (aka GenAI with user memory).
Why the contact center is your next great data lake (& how to capture it)
Effective accelerationism, automated call centers & Serbian agriculture.
Safeguarding generative AI. (Part 2)
Safeguarding generative AI. (Part 1)
Why the contact center is a critical brand channel for any business.
Introducing Pheme, a lifelike speech generation model built to scale.
2023: An AI year in review.
Podcast - Episode 15

2023: An AI year in review.
Why the New York Times is suing OpenAI: Copyright, lawsuits & fair use.
The evolution of voice generation.
AI & CX trends in retail.
Podcast - Episode 12

AI & CX trends in retail.
The AI Alliance, Google Gemini and other news
Effective altruism & safety in AI.
The monumental potential of Artificial General Intelligence (AGI).
Balancing efficiency and customer experience: AI in contact centers.
Reaction: OpenAI DevDay 2023
Podcast - Episode 7

Reaction: OpenAI DevDay 2023
The Evolution of Speech Recognition
The future of conversational AI (Part 2)
The future of conversational AI (Part 1)
Generative AI in the contact center.
Generative voice AI.
Podcast - Episode 2

Generative voice AI.
The future is generative.
Podcast - Episode 1

The future is generative.
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