#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