The AI Show - Episode 7 - Martin Taylor

In this episode of the AI Show, host Emily Barrett talks with Martin Taylor about the transformative role of AI in contact centres. They explore the development from call-centric operations to diverse communication channels and how AI, uses natural language processing as a tool to enhance customer interactions. Martin highlights the importance of data in AI adoption, with industries like insurance leading due to their data richness. They discuss AI's support in agent-customer interactions and the ethical implications of its use, stressing the need for responsible AI practices and data privacy. The conversation wraps up with insights into AI regulation and the balance between safety and innovation.