#52 - Speechmatics: The Future of Seamless Customer Service

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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Reimagining the Contact Center is a warm and conversational podcast that digs into the new contact center economy and how technology, businesses, and the modern customer work together to build better lives for ourselves and our families.