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.