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AI has become remarkably good at answering questions — but customer experience should go beyond answers. It’s about resolution. Too often, AI fails when customers can’t easily explain what they’re seeing on their screen.

In this episode of Deep Learning with PolyAI, Jenn Cunningham sits down with Zaccari Scalzi of Cobrowse.io to explore why visual context is becoming essential for effective customer service AI. Together, they discuss how combining conversational AI with real-time visual grounding helps agents — human and AI — understand complex, multi-step customer journeys.

They cover:

• Why traditional bots break down in real customer interactions
• How visual context enables faster, more accurate resolution
• The difference between containment and true problem-solving
• How AI-to-human handoffs improve when everyone sees the same thing
• Why governance, consent, and privacy matter when AI “sees” the screen

The takeaway is simple: AI works best when it has full context. And for many customer journeys, that context is visual.

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In this episode of Deep Learning with PolyAI, Michelle Schroeder sits down with Dom Nicastro, Editor-in-Chief at Simpler Media Group and longtime journalist covering CX, content, and enterprise tech.

Dom has spent years watching AI reshape newsrooms — and he sees striking parallels with what CX leaders are facing today. Journalists and CX teams share the same challenge: cutting through hype, spotting “AI slop,” and building trust through accuracy, governance, and human judgment.

They explore:

• Why journalism’s skepticism is exactly what CX needs right now
• How AI accelerates good work — and exposes weak processes
• Why bad AI (in news or CX) destroys trust instantly
• What Dom hears backstage at CX events that rarely makes it into press releases
• The role of governance, vetting, and human oversight in customer-facing AI
• How CMSWire built “Roberta,” their internal RAG system to support real reporting — not replace it

Dom’s take is clear: AI won’t replace humans, but it will reveal who’s doing the work well — and who isn’t.

👉 Listen to the full episode to learn what journalism can teach CX leaders about building trustworthy AI.

#AI #CustomerExperience #CX #Journalism #PolyAI #CMSWire #ConversationalAI

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Every customer expresses themselves differently, and their choice of language is no exception. So how can brands bridge the gap when customers come to them speaking different languages?

In this episode of Deep Learning with PolyAI, Jenn Cunningham sits down with Matt Henderson, VP of Research, and Viola Lin, Product Manager, to explore the evolution of multilingual voice AI and what it means for global customer experience.

They unpack what “multilingual” really means in practice — from accurate translation to cultural intelligence — taking PolyAI’s AI models and Agent Studio platform as a starting point to discuss helping enterprises deploy agents that sound natural, respectful, and consistent in over 45 languages.

They explore:

• Why multilingual CX should factor in much more than just translation, including cultural nuances
• How PolyAI handles dozens of languages in a single deployment
• Real-world challenges and what to do about them: from accents and formality to tone and gendered language
• The role of fine-tuning, voice selection, and design in making AI sound human
• How global brands use multilingual AI to deliver support that feels "local" everywhere

👉 Learn how multilingual AI is bringing accessibility and empathy to CX.

#AI #VoiceAI #CustomerExperience #PolyAI #MultilingualAI #ConversationalAI #CX

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• Watch this and other episodes of the Deep Learning pod on YouTube