Ricardo Herreros-Symons and Marc Bernstein explore the rapidly evolving world of contact center AI, from real-time automation to the next frontier of seamless, natural-sounding conversations. They discuss how AI is enhancing agent performance, handling complex interactions, and redefining customer service. Together, they examine the balance between cutting-edge speech recognition technology and maintaining human-like interactions, highlighting what’s next for AI in the contact center space.

Timestamps:
00:00 Introduction
01:10 Contact Center AI
03:40 AI Intelligence
07:35 Natural Language
10:45 Getting it Right with AI
17:45 Speechmatics
22:40 Speechmatics Demo
26:35 Automated Use Cases
30:15 AI in 3 Years

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