Why Most AI Fails in Contact Centers and What Actually Works, with Nissan Raz
Автор: Scale Smart Podcast
Загружено: 2025-12-22
Просмотров: 21
Описание:
In this episode of Scale Smart, I sit down with Nissan Raz, CEO and co-founder of Robonote, to unpack why so many AI solutions overpromise, and underdeliver, especially in contact centers.
With more than 16 years of hands-on experience running call centers, Nissan brings a practical, operator-first perspective to AI. He shares why Robonote was built before the AI hype cycle, how using “just the right amount of AI” creates real business value, and why many AI-first startups struggle once they move beyond demos into real-world usage.
We discuss the growing gap between AI expectations and execution, the misconception that AI should be “free,” and what decision-makers actually care about once the buzzwords wear off.
Highlights include:
– Why adding AI everywhere often causes more problems than it solves
– The difference between automation, machine learning, and real AI
– Why AI should empower teams, not replace them
– What most AI demos hide about cost, complexity, and scale
– How contact centers can finally understand what’s happening across calls, emails, chats, and meetings
Learn more about Robonote: https://robonote.io/
Follow Robonote on LinkedIn: / robonote
Connect with Nissan: / nissan-raz-b698b9244
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