Putting the AI in big tech alliances
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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Putting the AI in big tech alliances
Damien welcomes Michael Chen, Vice President of Alliances at PolyAI to talk about building strategic partnerships, what consultants and integrators think about generative AI in conversational and contact center automation, and why only a small percentage of AI deployments transition from sandbox to production.
A significant challenge for generative AI applications is moving from sandbox environments to production. Only 3-5% of generative AI projects make it out of the sandbox due to difficulties in scaling and adapting to real-world complexities.
Traditional software is deterministic, providing consistent outputs, while natural language models are probabilistic, leading to varying responses. This makes testing and ensuring consistent performance in generative AI more challenging.
Generative AI and automation are shifting the focus from traditional BPO roles to higher-value tasks. This evolution aims to improve career sustainability and enrich job roles in contact centers by reducing mundane tasks.