The Voicebot Podcast is about the intersection of voice and artificial intelligence (AI) technologies. It is a weekly look at trends, founders and newsmakers and supplements the daily research, analysis and news found at https://voicebot.ai.
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episode 346: Telefonica and VUI Agency Talk about Generative and Conversational AI in the Contact Center
Sarah Rojewski, Telefonica's manager of AI and automation in Germany, and Patrick Esslinger, co-founder of VUI Agency joined Bret Kinsella to talk about the evolution of conversational AI in the contact center and the introduction of generative AI. Rojewski even goes into detail about the latest generative AI project and how the company is looking at the technology. That is supplemented by a conversation about user experience and how AI technologies require new thinking and are accompanied by different customer expectations.
Prior to her role leading AI inititiaves, Sarah Rojewski spent three years working on Telefonica's Aura voice assistant. Patrick Esslinger co-founded VUI Agency in 2017 and specializes in voice user interface design for enterprise applications.