Deep Learning with PolyAI

PolyAI's CEO and co-founder Nikola Mrkšić invites guests to candidly discuss trends and tech in AI, voice throughout the enterprise, and nailing the customer experience.

Meet your host

Nikola Mrkšić

is Co-founder and CEO of PolyAI, the leading provider of voice AI agents for enterprise customer service. Nikola got his machine learning PhD from Cambridge and was the first hire at VocalIQ, acquired by Apple to make Siri more conversational. Nikola was named to the Forbes 30 under 30 list for his work with PolyAI.

About the show

We’re here to help business leaders make sense of the constantly-evolving world of AI and automation

We aim to be extremely conversational, just a bit controversial

A window into the most interesting challenges and opportunities in CX, AI, and contact center operations

Episodes

Podcast - Episode 99 How can employee experience drive better CX

Podcast - Episode 98 What happens when AI takes over healthcare admin?

Podcast - Episode 97 Is faster always better in customer experience?

Podcast - Episode 96 The history of restaurant CX: From maître d' to AI

Podcast - Episode 95 What will it take to climb healthcare’s “AI Everest”?

Podcast - Episode 94 From ATMs to AI: The history of personalized banking

Podcast - Episode 93 Is visual context the missing link in AI for CX? (with Zaccari Scalzi of Cobrowse.io)

Podcast - Episode 92 Can journalism teach us how to trust AI? with Dom Nicastro, Editor-in-Chief at Simpler Media Group

Podcast - Episode 91 What does truly multilingual CX sound like?

Podcast - Episode 90 How can enterprises become fluent in AI? (Learnings from VOX 2025 conference)

Podcast - Episode 89 Can we solve AI's “deer-in-headlights” problem? (with Dan Miller, founder of Opus Research)

Podcast - Episode 88 Should Hyper-Growth Brands Still Pick Up the Phone? with Austin Towns, CTO of Hello Sugar

Podcast - Episode 87 Why do LLMs ramble on and on?

Podcast - Episode 86 Are “silent complaints” killing your brand? (with Adrian Swinscoe of Punk CX)

Podcast - Episode 85 Is agentic AI the answer to broken analytics?

Podcast - Episode 84 Your new favorite colleagues aren't human

Podcast - Episode 83 Did OpenAI’s Realtime API just change everything?

Podcast - Episode 82 Behind the tech: How dialogue design really works

Podcast - Episode 81 Raven v2 and the Race to Smarter Voice Agents with Matt Henderson

Podcast - Episode 80 “Everybody wants AI, nobody wants BS” with Fertitta Entertainment

Podcast - Episode 79 GPT-5 Era Starts Now: The AI Arms Race Just Escalated

Podcast - Episode 78 Forward deployed engineers: From the frontline of bringing AI to the world

Podcast - Episode 77 Private equity roll-up strategies for AI, with Nathan Benaich

Podcast - Episode 76 AI rollups – all VC sizzle, no stake?

Podcast - Episode 75 Human agent and AI cohesion in the contact center. What will it take?

Podcast - Episode 74 Artificial Intelligence and the State of Financial Services

Podcast - Episode 73 What are we really using LLMs for (really)? Turns out, pretty deep stuff.

Podcast - Episode 72 Meet Owl – PolyAI’s in-house speech recognition model (ASR)

Podcast - Episode 71 Differentiation in a genAI era

Podcast - Episode 70 The journey from digital first to AI first

Podcast - Episode 69 Meet Agent Studio, the world’s only voice-first omnichannel CX platform.

Podcast - Episode 68 DOGE bites federal phone lines. Are Elon & Co. shutting down toll-free?

Podcast - Episode 67 Sonnet 3.7 + Orion, AWS goes agentic & the US Patent Office sets rules

Podcast - Episode 66 The anatomy of telephony, part 3 - GibberLink & universal ringtones.

Podcast - Episode 65 The anatomy of telephony, part 2

Podcast - Episode 64 The anatomy of telephony, part 1 - Origins.

Podcast - Episode 63 Key findings: AI in customer service trends report

Podcast - Episode 62 DeepSeek R1 has entered the chat(GPT)

Podcast - Episode 61 An early look at OpenAI's Operator

Podcast - Episode 60 UK's AI Opportunities Action Plan

Podcast - Episode 59 AI in 2024 - A year in review

Podcast - Episode 58 The rise of CAIOs and AI competency centers

Podcast - Episode 57 What the #$%& is agentic AI anyway?

Podcast - Episode 56 The customer service conundrum

Podcast - Episode 54 CX horror stories and AI agent armor

Podcast - Episode 53 Generative AI's power paradox

Podcast - Episode 52 Speech Synthesis - The Anatomy of a Voice Assistant #4

Podcast - Episode 51 Agentforce Declassified

Podcast - Episode 50 Dialogue design. So hot right now.

Podcast - Episode 49 AI News in Review

Podcast - Episode 48 Council of Europe’s Framework Convention on AI.

Podcast - Episode 47 The anatomy of a voice assistant #3:
Large language models (LLMs).

Podcast - Episode 46 Anti-AI Brands: Smoke or fire?

Podcast - Episode 45 Conversations, feat. Kenn So

Podcast - Episode 44 Speech recognition & Spoken Language Understanding (SLU)

Podcast - Episode 43 Size Matters: The rise of small LMs

Podcast - Episode 42 Navigating AI deepfakes in election season

Podcast - Episode 41 Automation IRL

Podcast - Episode 40 The anatomy of a voice assistant

Podcast - Episode 39 Old news is good news for generative AI

Podcast - Episode 38 Decoding QuantumBlack's State of AI report

Podcast - Episode 37 Generative AI tools in the workplace

Podcast - Episode 36 Putting the AI in big tech alliances

Podcast - Episode 35 Artificial General Intelligence: Redux

Podcast - Episode 34 The ScarJo Effect: Protecting voice in an AI world.

Podcast - Episode 33 Series C raise & OpenAI’s GPT-4o

Podcast - Episode 32 Conversations: Brian Jeppesen,
Fertitta Entertainment.

Podcast - Episode 31 Generative AI: Build or Buy?

Podcast - Episode 30 The future of measuring success

Podcast - Episode 29 How to avoid AI washing.

Podcast - Episode 28 NLP vs NLP: 
AI and the art of persuasion.

Podcast - Episode 27 Disruptive change management.

Podcast - Episode 26 Inside NVIDIA GTC 2024.

Podcast - Episode 25 Mythbusting generative AI “threats”.

Podcast - Episode 23 Unlocking career growth in the contact center.

Podcast - Episode 22 Sora, LAMs and the Elephant in the Machine (aka GenAI with user memory).

Podcast - Episode 21 Why the contact center is your next great data lake (& how to capture it)

Podcast - Episode 20 Effective accelerationism, automated call centers & Serbian agriculture.

Podcast - Episode 19 Safeguarding generative AI. (Part 2)

Podcast - Episode 18 Safeguarding generative AI. (Part 1)

Podcast - Episode 17 Why the contact center is a critical brand channel for any business.

Podcast - Episode 16 Introducing Pheme, a lifelike speech generation model built to scale.

Podcast - Episode 15 2023: An AI year in review.

Podcast - Episode 14 Why the New York Times is suing OpenAI: Copyright, lawsuits & fair use.

Podcast - Episode 13 The evolution of voice generation.

Podcast - Episode 12 AI & CX trends in retail.

Podcast - Episode 11 The AI Alliance, Google Gemini and other news

Podcast - Episode 10 Effective altruism & safety in AI.

Podcast - Episode 9 The monumental potential of Artificial General Intelligence (AGI).

Podcast - Episode 8 Balancing efficiency and customer experience: AI in contact centers.

Podcast - Episode 7 Reaction: OpenAI DevDay 2023

Podcast - Episode 6 The Evolution of Speech Recognition

Podcast - Episode 5 The future of conversational AI (Part 2)

Podcast - Episode 4 The future of conversational AI (Part 1)

Podcast - Episode 3 Generative AI in the contact center.

Podcast - Episode 2 Generative voice AI.

Podcast - Episode 1 The future is generative.\n