ClevrChat
Will Voice AI replace your Contact Centre?
AI is dominating boardroom discussions, but many organisations are still asking the same questions: where should they start, how can they deliver measurable value, and what role should AI play in the customer experience?
In this episode of Clever Chat, Jared Richards, Digital Workplace & Network Services Director here at CloudClevr is joined by Sean Blackmore, Channel Partnerships Lead UK & EMEA at PolyAI, to discuss the growing impact of Voice AI on customer engagement, contact centre operations, and digital transformation strategies.
The conversation explores why customer expectations are evolving, where traditional service models are beginning to fall short, and how organisations are using AI to create faster, more effective customer interactions. Along the way, Sean shares perspectives on adoption challenges, governance considerations, customer trust, and the balance between automation and human expertise.
Covering everything from Voice AI and customer self-service to ROI, compliance, and enterprise implementation, this episode offers practical insight for organisations exploring how AI can support better customer outcomes and long-term business performance.
If you’re assessing AI opportunities within your organisation, this discussion provides valuable perspectives that go beyond the headlines.
Key topics covered
- The changing expectations of modern customers
- Why organisations are revisiting traditional IVR strategies
- The rise of Voice AI and conversational automation
- Customer self-service and experience transformation
- AI adoption challenges and common barriers
- Creating business value from AI investments
- Security, governance, and enterprise readiness
- Human expertise vers AI automation
- Contact Centre transformation strategies
- Measuring success and long-term AI performance
Why should you listen?
This episode is ideal for:
- Customer Experience leaders seeking to improve customer satisfaction and service efficiency
- Contact Centre leaders exploring automation and self-service strategies
- IT Directors evaluating enterprise-ready AI technologies
- Digital Transformation teams responsible for AI adoption programmes
- Operations leaders focused on productivity, efficiency, and scalability
- Public Sector organisations balancing innovation with governance requirements
- Enterprise decision-makers looking for practical AI implementation insights
