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HBO and The Ringer's Bill Simmons hosts the most downloaded sports podcast of all time, with a rotating crew of celebrities, athletes, and media staples, as well as mainstays like Cousin Sal, Joe House, and a slew of other friends and family members who always happen to be suspiciously available.
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What if your contact center could speak 46 languages, automate millions of calls, and still hand tricky moments to the right human in seconds? We dig into the launch of Teneo 8 with CEO Per Ottosson and reveal how a hybrid AI approach—combining LLM-powered conversation with deterministic logic—delivers scale, governance, and measurable results without sacrificing warmth or control.
We walk through the architecture that makes this possible: long-form, human-style dialogue guided by LLMs, paired with rules and business processes that capture facts, validate entities, and keep flows on track. You’ll hear how a major global rollout built in English, then used language objects to expand into dozens of markets over a weekend, and why public APIs let providers embed high-scale automation under their own brands. Real outcomes anchor the story—like Medtronic’s virtual assistant in healthcare, which lifted customer satisfaction by eight percentage points and drove revenue gains while meeting strict compliance needs.
Beyond replacing legacy IVR, we explore omnichannel reality and persistent memory that unifies voice with channels like WhatsApp and iMessage. We share a practical stance on human-in-the-loop: AI first for routine steps, expert agents for edge cases, leading to happier teams and better resolutions. Looking ahead, we map the shift to voice-to-voice conversations supervised by a control layer that enforces compliance and intent understanding. If you’re evaluating Dialogflow, Genesys, or custom stacks, you’ll get a clear view of how to scale, how to avoid the “easy demo” trap, and how to measure value through CSAT and revenue—not just cost cuts.
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Chapters
1. Setting The Stage And Intros (00:00:00)
2. The Big Idea: Hybrid AI (00:00:28)
3. Teneo 8 Breakthroughs And Scale (00:01:11)
4. Multilingual Rollouts And Global Reach (00:02:44)
5. Public APIs And Contact Center Integrations (00:04:14)
6. Replacing Legacy IVR At Scale (00:05:18)
7. Working Alongside Dialogflow And Others (00:06:36)
8. Medtronic Case Study And Measured Impact (00:07:32)
9. Responsible Innovation In Regulated Industries (00:09:25)
10. Partnerships And Go-To-Market Expansion (00:10:10)
11. Agent Builder As Integration Engine (00:11:03)
12. The New Human Role And AI First (00:12:06)
13. Why Simple Demos Fail To Scale (00:13:27)
14. Proving ROI Beyond Cost Savings (00:14:46)
15. Omnichannel And Persistent Memory (00:16:39)
16. Voice-To-Voice Futures And Compliance (00:17:44)
17. Defining Hybrid AI And Market Reality (00:19:00)
18. Where To Meet The Team Next (00:20:36)
554 episodes
