Conversational AI Revolution for Call Centers — Brian Podolak // Vocodia

Brian Podolak, Vocodia CEO and Co-Founder, talks about innovative forms of communicating with your prospects and customers. From IVRs to call-routing systems, call centers have been taking advantage of advanced technology for decades. With increasing customer expectations and staffing issues, they’re once again turning to technology for solutions. Today, Brian discusses the conversational AI revolution for call centers.
About the speaker

Brian Podolak


 - Vocodia

Brian is the CEO and Co-Founder of Vocodia

Show Notes

  • 02:18
    How AI is revolutionizing the call center industry
    AI is the answer to the staffing challenges facing the industry. It is improving customer experience by reducing wait times.
  • 03:44
    Machines solving our problems
    The best part about this technology is its scalability. Customers are able to receive callbacks right away instead of having to wait days for a human response.
  • 04:41
    Benefits of using AI
    You only have to train it once. And then its just about scaling. For questions it is unable to answer immediately, it will transfer callers to a live agent.
  • 07:02
    User experience when dealing with an AI driven call center
    For AI implementation to be successful, you have to provide it with relevant data. Sources include your knowledge base and recordings of existing agents.
  • 10:32
    Practical applications for an AI driven call center
    Most companies use the technology for pe-sales. Theres untapped marketing potential in terms of automating processes like retention and opportunities for data collection.
  • 13:36
    Compliance and AI
    AI can reduce the number of people you need in your compliance and QA departments. Unlike humans, AI will never go off script or provide misleading information.


  • "Vocodia is trying to make sure that our clients customers don't call an airline and have a 3 or 4 hour hold time. They can get help right away." -Brian Podolak, Vocodia, CEO & Co-Founder

  • "Filling out a lead form means you're interested in a product or service. You dont want to wait 3-4 days for a callback." -Brian Podolak, Vocodia, CEO & Co-Founder

  • "The great thing about DISA is we can scale from 5 virtual agents on the phone to 500 in minutes, and back down again, to ensure customers are being helped right away." -Brian Podolak, Vocodia, CEO & Co-Founder

  • "You must have a phone switch to handle the calls that connect to an AI. You have to make sure you don't have latency so you have a 3-5 second pause in between the conversation." -Brian Podolak, Vocodia, CEO & Co-Founder

  • "From the first 30 days compared to six months later, DISAs like an employee that just started at your job. A year later, theyll be knowledgeable about the job." -Brian Podolak, Vocodia, CEO & Co-Founder

  • "When training Sales or CS staff or your customer service staff, managements biggest pet peeve is being asked the same thing 5 times. Train DISA once, then you can scale hundreds of agents." -Brian Podolak, Vocodia, CEO & Co-Founder

  • "AI models, just like humans, need to be trained, and they need to have data train them." -Brian Podolak, Vocodia, CEO & Co-Founder

  • "Instead of having to get all the scripts written, we can use the recordings of agents to help speed up the training of AI models." -Brian Podolak, Vocodia, CEO & Co-Founder

  • "You must have neural voices, a knowledge base of data, and agent recordings for any AI implementation to be successful." -Brian Podolak, Vocodia, CEO & Co-Founder

  • "Taking those 3 months of calls that it usually takes a Sales rep to get comfortable, using recordings, and pushing it into the brain, we've turned that 3 month cycle into hours." -Brian Podolak, Vocodia, CEO & Co-Founder

  • "Companies are always talking about what the customers wants and needs are, but nobody's talking to the clients. Let's use DISA as a survey tool to engage that client and get some good feedback." -Brian Podolak, Vocodia, CEO & Co-Founder

  • "Now we can automate by creating different campaigns with AI to handle customer retention and have humans concentrating on getting the new sales in." -Brian Podolak, Vocodia, CEO & Co-Founder

  • "With AI, we can expand the services we offer to each client. We're able to do this much quicker, cheaper, and more efficiently than ever before." -Brian Podolak, Vocodia, CEO & Co-Founder

  • "There's a lot of things on the compliance side that our technology is great for. It's never going to go off script. So your compliance department has a lot less work." -Brian Podolak, Vocodia, CEO & Co-Founder

  • "If you have a 100 reps on the phone, you may end up having four or five compliance and QA people that you just don't need anymore." -Brian Podolak, Vocodia, CEO & Co-Founder

About the speaker

Brian Podolak


 - Vocodia

Brian is the CEO and Co-Founder of Vocodia

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