Send us a textIn this episode of The Wilmac Wire, Emily Miller sits down with Wilmac Technologies CEO Steve McDonnell and guest analyst Jon Arnold, principal of J Arnold & Associates, for a deep-dive on what AI actually means for contact centers—and why so many businesses are still stuck at square one.From foundational data strategy to the real use cases of AI in CX, they explore the difference between hype and meaningful outcomes—and how legacy systems, dark data, and siloed infrastructure are slowing progress.Hear how Wilmac Technologies and Jon Arnold:Break down what AI actually is—and what it isn’tExplain why voice data is a goldmine for enterprise AIExplore how legacy vendors and proprietary formats are holding companies backShare practical steps for contact centers to get started with AIDiscuss the rise of conversational AI and the future of agent automationHighlight how industries like finance are uniquely positioned to benefit from historical dataEpisode Breakdown:0:43 – Guest intros: Steve McDonnell & Jon Arnold3:15 – What AI really is and why the best messaging avoids the buzzwords6:45 – Why data quality and access are the real make-or-break for AI success10:55 – Dark data, voice recordings, and extracting real business value16:17 – Regulated industries and the advantage of historical data22:42 – Where contact centers should actually start with AI 28:03 – The gap between Rochester businesses and AI readiness 31:00 – The next generation: conversational AI and automation 36:10 – Reflections on staying ahead in a fast-moving industryConnect with the speaker:Jon Arnold on LinkedIn: https://www.linkedin.com/in/jarnoldassociates/Steve McDonnell on LinkedIn: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/Emily Miller on LinkedIn: https://www.linkedin.com/in/emily-miller-666b66152/🎧 Listen to more episodes: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/

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