PolyAI's CEO/co-founder Nikola Mrkšić and team invite guests to candidly discuss trends and tech in AI, voice throughout the enterprise, and nailing the customer experience.
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May 14, 202623 min
Can you build a custom AI agent in 10 minutes?
Send us Fan MailTen minutes to a working AI agent, tested and ready to deploy.In this episode of Deep Learning with PolyAI, Frank Ferro sits down with Ruari Phipps, Senior Forward Deployed AI Engineer at PolyAI, for a live demo of the Agent Development Kit — and a look at what it actually means to give developers real control over how they build AI agents.They explore why enterprise AI platforms so often force a tradeoff between speed and control, how the ADK changes that equation, and what it looks like when a developer pairs the toolkit with an AI coding agent like Claude Code to go from a blank canvas to a fully tested, branch-ready agent in real time.Follow PolyAI on LinkedInWatch this and other episodes of the Deep Learning pod on YouTube
April 23, 202639 min
What happens when anyone can build an AI agent?
Send us Fan MailWhat happens when the ability to build an AI agent is no longer limited to developers?In this episode of Deep Learning with PolyAI, Nikola Mrkšić sits down with Michael Chen, VP of Strategic Alliances at PolyAI, to explore what's driving the explosion in AI agent development — and what it means for how enterprises build, deploy, and think about AI.They cover the rise of personal AI agents, why Jensen Huang's $1 trillion data center bet might Follow PolyAI on LinkedInWatch this and other episodes of the Deep Learning pod on YouTube
April 16, 202623 min
Why do specialized AI models win in CX?
Send us Fan MailMany AI models today are designed as generalists. But in customer experience, that approach often falls short.In this episode of Deep Learning with PolyAI, Nikola Mrkšić sits down with Matt Henderson, VP of Research at PolyAI, to unpack why specialized AI models outperform general-purpose ones in real-world CX environments.They explore the tradeoffs between speed, accuracy, and reasoning, why voice AI requires fundamentally different design decisions, and what makes PolyAI’s Raven 3.5 a step forward. The conversation offers a behind-the-scenes look at what it actually takes to build AI that works in production, not just in demos.Follow PolyAI on LinkedInWatch this and other episodes of the Deep Learning pod on YouTube
April 9, 202637 min
Why are CX leaders stuck on the sidelines of AI?
Send us Fan MailIn this episode of Deep Learning with PolyAI, Nikola Mrkšić sits down with Bill Staikos, Founder of Be Customer Led, to unpack why many CX leaders are still on the sidelines of the AI conversation — and what that means for the future of the function.They explore how AI is reshaping the “interaction layer” of customer experience, why traditional CX metrics like NPS are no longer enough, and how leading organizations are starting to tie CX directly to revenue, cost, and risk.The conversation challenges CX leaders to think bigger and make their function into an outcome-driven engine for business growth. In an AI-driven world, the leaders who understand that shift will have a much bigger role to play.Follow PolyAI on LinkedInWatch this and other episodes of the Deep Learning pod on YouTube
April 2, 2026Episode 9919 min
How can employee experience drive better CX? with Sam Stern, LinkedIn
Send us Fan MailCustomer experience is often measured at the surface. But it’s built behind the scenes.In this episode of Deep Learning with PolyAI, Michelle Schroeder sits down with Sam Stern, who leads service design at LinkedIn, to explore how employee experience shapes every customer interaction.They discuss how LinkedIn is improving CX by fixing the systems employees rely on — from reducing “toggle tax” across tools to giving teams better data and real-time guidance with AI. The result is not just faster service, but more meaningful, higher-quality interactions when it matters most.Follow PolyAI on LinkedInWatch this and other episodes of the Deep Learning pod on YouTube
March 19, 2026Episode 9823 min
Is Faster Always Better in Customer Experience?
Send us Fan MailIn this episode of Deep Learning with PolyAI, Michelle Schroeder sits down with Nate Brown, Head of Education and Enablement at Metric Sherpa and cofounder of CX Accelerator, to discuss how AI is reshaping the way companies think about customer experience.Nate shares a framework that’s gaining traction with CX leaders: make the quick parts quick, and make the slow parts meaningful. Automation should remove friction and resolve routine problems quickly, but the moments that matter most still require guidance, empathy, and human connection.Together they explore how organizations can use AI to reduce effort for customers while still creating experiences that build loyalty, trust, and long-term value.Follow PolyAI on LinkedInWatch this and other episodes of the Deep Learning pod on YouTube
March 12, 2026Episode 9745 min
The History of Restaurant CX: From Maître d' to AI
Send us Fan MailIn this episode of Deep Learning with PolyAI, Nikola Mrkšić sits down with Steven Fine, GM of Restaurants at PolyAI, to explore how technology has shaped the customer experience in restaurants over the past century.From the first phone reservations to online booking platforms and now AI-powered voice agents, the conversation traces how hospitality has continuously adapted to meet changing customer expectations.Nikola and Steven discuss why the phone is still one of the most important touchpoints in the restaurant journey, how missed calls translate into lost revenue, and how AI is helping restaurants capture demand while improving both staff and guest experience. Along the way, they explore no-shows, loyalty programs, large party bookings, and why voice AI is becoming a new revenue engine for the hospitality industry.Follow PolyAI on LinkedInWatch this and other episodes of the Deep Learning pod on YouTube
March 5, 2026Episode 9620 min
What will it take to climb healthcare’s “AI Everest”?
Send us Fan MailIn this episode of Deep Learning with PolyAI, Michelle Schroeder sits down with Sarah Wright, Vice President of Global Customer Service at ResMed, to talk about what it really takes to transform healthcare CX. Sarah describes the challenge as an Everest climb. Every step forward requires balancing innovation with responsibility, especially when patient health information is involved.Unlike other industries, healthcare cannot experiment loosely. Data must be protected. Integrations must be intentional. The order of operations matters.In this conversation, they discuss:Why protecting patient health information shapes every AI decision in healthcareHow fragmented systems make personalization difficultWhat it takes to move from reactive break-fix service to predictive, personalized experiencesHow “data stories” help build internal alignment for transformationWhy voice of customer and QA datasets are often the most powerful starting pointHow AI should augment human moments rather than eliminate themWhy frontline teams become brand defenders and trust gatekeepers as automation scalesThe importance of starting with baselines and defining what “good” actually looks likeSarah also shares practical advice for leaders under pressure to modernize quickly: start with the friction that shows up in your data, focus on high-volume pain points, and avoid trying to fix experiences that patients already value.Climbing healthcare’s AI Everest takes patience, humility, and strong change leadership. This episode offers a realistic look at what that journey involves.Follow PolyAI on LinkedInWatch this and other episodes of the Deep Learning pod on YouTube
February 17, 2026Episode 9532 min
What happens when AI takes over healthcare admin?
Send us Fan MailIn this episode of Deep Learning with PolyAI, your host Nikola Mrkšić chats with Alex Brown to unpack what happens when AI takes over the administrative work that quietly defines modern healthcare. Instead of replacing doctors and clinicians, AI is reshaping everything around them: from documentation and scheduling to the workflows that consume hours of time.The conversation explores why healthcare resisted automation longer than other industries, why AI’s fastest wins are operational rather than clinical, and how removing administrative friction could improve experiences — for both providers and patients.Tune in to hear:Why healthcare’s biggest AI gains are operational, not clinicalHow admin-heavy workflows shape both provider burnout and patient experienceWhy “AI replacing doctors” misses the real opportunityWhat efficiency actually looks like in a healthcare contextWhere empathy still matters — and where automation clearly helpsIf you’re curious about where AI is quietly reshaping healthcare today, tune in, and let us know what you think.Follow PolyAI on LinkedInWatch this and other episodes of the Deep Learning pod on YouTube
January 28, 2026Episode 9427 min
From ATMs to AI: The History of Personalized Banking
Send us Fan MailIn this episode of Deep Learning with PolyAI, Nikola Mrkšić sits down with Nathan Pearson, GM, Financial Services at PolyAi, to trace the evolution of personalized banking. From branch tellers and ATMs to digital channels and AI-driven experiences, they explore how banks have historically balanced scale, efficiency, and trust, and why personalization has always been central to customer relationships.The conversation looks at why personalization has always mattered in financial services, how each new channel changed customer expectations, and what today’s AI moment has in common with past shifts. While technology keeps changing, the core challenge for banks hasn’t: delivering personal, trusted service at scale.Together, they discuss:How early branch banking set the original standard for personalized serviceHow online and mobile banking reshaped customer expectations around convenienceWhy “self-service” has never meant “impersonal” for customersHow each new technology promised efficiency, but introduced new tradeoffsWhat banks can learn from history as they deploy AI across customer journeysThe big takeaway: while tools keep changing, the goal hasn’t. Customers still want banking experiences that feel personal, reliable, and easy — even when they’re powered by automation.If you’re thinking about how AI should support (not replace) personalization for your business, be sure to tune in.Follow PolyAI on LinkedInWatch this and other episodes of the Deep Learning pod on YouTube
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