In this episode of the Tech Transformed Podcast, Jon Arnold, Principal of J Arnold Associates speaks with Nikola Mrksic, CEO of PolyAI, discussing all things AI, specifically in contact centres. From the benefits of automation to the emergence of the most trending subject of the year – Agentic AI.

Mrksic particularly spotlights some underutilised capabilities of AI such as how it can manage up to 90% of repetitive duties, allowing human agents to concentrate on other complex tasks. The conversation also explores the transition from basic service to a broader, more holistic customer experience, necessitating the need for rapid adaptation and experimentation.

AI in contact centers isn't just about cutting costs. This conversation shows how it can truly make a difference – giving agents the tools to shine, providing customers with better, more quality experiences, and even letting AI take care of tasks behind the scenes securely, so humans can focus on what truly matters.

Takeaways

• AI is a dominant force shaping technology today.
• Contact centers have a high volume of repetitive tasks suitable for AI.
• AI can automate up to 90% of tasks in contact centers.
• The role of AI is not just cost-cutting but improving service quality.
• Agentic AI can perform tasks on behalf of users asynchronously.
• Customer experience is now a key focus beyond just service.
• Companies must adapt quickly to avoid falling behind competitors.
• Failing fast and experimenting is crucial for success with AI.
• AI can provide insights that traditional methods miss.
• Investing in AI should be about solving problems, not just keeping up with trends.

Chapters

00:00 Introduction to AI in Contact Centers

02:01 Benefits of AI in Contact Centers

07:37 Transforming Customer Experience with AI

15:42 Understanding Agentic AI

21:27 The Shift from Customer Service to Customer Experience

30:25 Advice for Business and CX Leaders