Automation IRL
About the show
Hosted by Nikola Mrkšić, Co-founder and CEO of PolyAI, the Deep Learning with PolyAI podcast is the window into AI for CX leaders. We cut through hype in customer experience, support, and contact center AI — helping decision-makers understand what really matters.
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It's the victorious return of Michelle Schroeder, SVP of Marketing at PolyAI! Today, Damien and Michelle explore the physical manifestations of automation in everyday life and compare it with enterprise-level automation, particularly in phone-based operations. They discuss the evolution of consumer expectations, successful and unsuccessful implementations of automation, and how societal acceptance of automated solutions is changing. Tune in for a fascinating conversation about the future of automation and its impact on our daily lives. And lemon Oreos.
There is a growing acceptance and enthusiasm for automation in various industries, shifting from cautious adoption to ambitious goals, such as automating up to 95% of calls in contact centers.
The success of automation depends on whether it aligns with consumer expectations. Automation that closely mimics human experiences, like in social media interactions, faces challenges in meeting emotional and experiential needs.
In high-stress situations, such as filing insurance claims, automation can significantly improve efficiency and customer satisfaction by streamlining processes that were previously cumbersome and time-consuming.