148 - Automating Empathy: How AI Can Deliver Human-Like Customer Experiences with PolyAI's Nikola Mrkšić

Episode notes

Your host, Thomas Watkins, talks with the Co-Founder and CEO at PolyAI, Nikola Mrkšić. Nikola discusses the evolving challenges of customer service, especially as demand rises and human agents decrease. He explains how PolyAI uses advanced, lifelike AI to automate complex customer interactions with empathy and brand alignment. Nikola emphasizes the technology’s implementation in large enterprises, the balance between AI and humans, and the future of self-serve AI. Learn more about Nikola's work HERE .