Generative AI: Build or Buy?
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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In this episode, we engage in a spirited discussion about the strategic decisions businesses face regarding AI adoption within the enterprise. Our hosts explore the nuances of building vs. buying AI solutions, particularly conversational AI, for enhancing customer service and operational efficiency. They cover the considerations of internal capabilities, cost, time, and the importance of a specialized AI competency center. With insights from PolyAI’s real-world examples, they also touch on the challenges of internal project management, the necessity of weighing user experience, and the potential pitfalls of underestimating the complexities of crafting effective AI-driven customer interactions.