VUX World

Enterprise AI tools can spin up a prototype in an hour. Getting that prototype to production with the accuracy, security, and scale a real business needs still takes months for most companies. Inbenta says its new Encore platform closes that gap in days or even hours.

Merlin Bise, CTO at Inbenta, returns to VUX World to walk through how Encore builds production-grade AI agents on the fly when a customer deploys a use case. The platform ingests content from websites, documents, recordings and connected systems like SharePoint, then combines large language models with Inbenta's proprietary NLP, customer-specific lexicons and real-time intent generation to deliver near-zero hallucination rates.

The hallucination numbers from raw models remain striking. We discuss a report that shows hallucination rates across different LLMs, including those from companies such as OpenAI, Google, and xAI. Inbenta's approach constrains the model to verified content and context, then layers intent-based NLP on top. In one customer test of 200 questions, they found a single hallucination, caused by a query that fell outside the content boundaries.

We also discuss the broader trajectory of enterprise AI. Most deployments today focus on replacing existing activities or functions. The bigger opportunity lies in using AI to imagine entirely new kinds of value. Merlin predicts that hyper-automation, which combines agentic intelligence with robotic process automation, will be the defining shift in the next 12 months.

Show notes
Find out more about The European Chatbot & Conversational AI Summit: https://europe.customercontactweekdigital.com/events-ccw-uk/agenda-mc/?utm_source=VUX%20World&utm_medium=Media%20Partner&utm_campaign=47758.003_VUX_Social_Post_Agenda&utm_term=&utm_content=&disc=&extTreatId=7634824

Find out more about Inbenta: https://www.inbenta.com

Follow Merlin on LinkedIn: https://www.linkedin.com/in/merlin-bise-8277696b
Follow Kane on LinkedIn: https://www.linkedin.com/in/kanesimms

Take our updated AI Maturity Assessment: https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio
Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW
Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms
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Most teams are still asking where to use AI. The better question is where not to.

In this episode, Adrian Matei, Product Manager from Jaja Finance, breaks down what actually happens when generative AI meets real users and real constraints. The result is far less hype, far more discipline, and a clear view of what it takes to ship AI that works.

We talk about Jaja’s chatbot, Airi, which is a RAG-based agentic system with six agents in production, serving customers who often face sensitive financial situations, such as debt.

Adrian explains the design philosophy behind Airi’s tone, which was developed in collaboration with Jaja's commercial and communications teams to ensure it matches the brand across every customer touchpoint.

A significant part of the conversation focuses on the practical realities of building production-grade generative AI systems. Adrian shares his thinking on when to use generative AI and when deterministic, rule-based approaches are simply the better choice.

We also touch on broader themes, including the future of AI at the edge and the emerging role of personal AI assistants.

Show notes
Discover more about the CCW UK Summit: https://europe.customercontactweekdigital.com/events-ccw-uk/agenda-mc/?utm_source=VUX%20World&utm_medium=Media%20Partner&utm_campaign=47758.003_VUX_Social_Post_Agenda&utm_term=&utm_content=&disc=&extTreatId=7634824

Follow Adrian on LinkedIn: https://www.linkedin.com/in/adriangmatei
Follow Kane on LinkedIn: https://www.linkedin.com/in/kanesimms

Take our updated AI Maturity Assessment: https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio
Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW
Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms
Hosted on Acast. See acast.com/privacy for more information.

We hit the floor at the European Chatbot and Conversational AI Summit in Edinburgh with a mic and a simple rule: answer a question, then leave one for the next person. What unfolds is a chain of questions and answers from practitioners at Lebara, Lloyds Banking Group, Uber, ElevenLabs, Carrefour, Virgin Money, Tesco, Jaja Finance and more. The result is an organic, unscripted snapshot of what the conversational AI community is actually thinking about right now.

Topics spiral from enterprise AI adoption and the talent crunch, through agentic banking and agent metrics, to some surprisingly personal territory, including AI for mental health support, cardiac research and simplifying the mundane parts of everyday life.

Chapters
00:00 Intro
02:24 Chris Miles, Group Product Lead - Chatbots & AI at Lebara
03:12 Kellin Sjoerds, AI Engineer at Essent & Willeke van de Wetering, AI Engineer at Essent
04:39 Andrew Lavis, Chatbot Analyst at Virgin Money
05:08 Mathias Fanschek, Head Retail Strategy & Digital Transformation at Raiffeisen Bank International AG
06:12 Andrei Spiridon, Head Retail Strategy & Business Transformation at Raiffeisen Conversational AI Lab
08:20 Alan Nichol, CTO at RASA
09:44 Adrian Matei, AI Product Manager at Jaja Finance
11:00 Nikoletta Ventoura, Senior AI Conversation Designer at Tesco
11:37 Maria Guermonprez, CX and Product Manager at Spix Industry
12:19 Damien Bird, Cloud Solution Architect at Microsoft
13:12 Gabriele Iuculano, Senior Test Platform Engineer, Schindler Group & Salvatore Raieli, Senior Data Scientist at Oncodesign
14:53 Jared Browne, Group Head of AI Governance & Privacy at Fexco
15:32 Laura Brady, GTM at ElevenLabs
16:20 Laura Ball, Global AI CX GTM and Sales Lead at Zoom
16:50 Sabrina Brunner, Technical Lead at Allianz Direct
18:10 Lorraine Burrell, Conversation Design Lead at Lloyds Banking Group
19:00 Jana Richter, Executive VP AI and Innovation at NFON AG
19:44 Daniel Orenes Ferrandez, Senior Manager - Customer Experience at Uber
21:06 Guillaume Blaquiere, Group Data Architect at Carrefour
21:42 Laura Macleod, Business Applications, Centre of Excellence Lead at Virgin Money
21:57 Kane’s closing thoughts

Show notes
Find out more about The European Chatbot & Conversational AI Summit: https://theeuropeanchatbot.com

Follow Kane on LinkedIn: https://www.linkedin.com/in/kanesimms

Take our updated AI Maturity Assessment: https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio
Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW
Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms
Hosted on Acast. See acast.com/privacy for more information.

Most companies sit on a goldmine of customer insight and do almost nothing with it. Every conversation holds signals about frustration, churn risk, and broken experiences, yet extracting that value can be a slow and manual effort.

In this episode, Shane Lynn, CEO and Co-Founder of EdgeTier, unpacks how conversational intelligence is evolving in the age of large language models and what it means for contact centres.

Shane explains how EdgeTier can now model metrics such as resolution rate and customer satisfaction across every interaction, rather than relying on the 10–15% survey response rate most contact centres achieve.

We also get into the organisational challenge that underpins all of this: contact centres often hold the richest customer insights in the business, but lack the tools or organisational standing to act on them. Shane argues that data-driven contact centres can shift from being reactive cost centres to genuine strategic assets, influencing product, policy and process decisions across the wider business.

Finally, we touch on the growing challenge of monitoring AI agent conversations and why automated analysis of those transcripts may actually matter more than it does for human-handled interactions.

Show notes
Discover more about EdgeTier: http://edgetier.com/

Follow Shane on LinkedIn: https://www.linkedin.com/in/shanealynn
Follow Kane on LinkedIn: https://www.linkedin.com/in/kanesimms

Take our updated AI Maturity Assessment: https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio
Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW
Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms
Hosted on Acast. See acast.com/privacy for more information.

How do you test something that can behave differently every single time?

In this episode, we speak with Amitha Pulijala, Chief Product Officer, and Christoph Börner, VP of Engineering, both at Cyara, about one of the most pressing challenges in conversational AI today. The shift from deterministic, scripted IVRs to generative AI agents is changing how conversational systems are built and tested.

The episode covers how Cyara approaches testing in a non-deterministic world, including using AI agents to test AI agents, and why traditional ideas like test coverage no longer apply in the same way.

Christoph and Amitha share what they are seeing across Cyara’s clients and the wider industry. The discussion unpacks what AI trust means in practice. We talk about hallucinations, model drift, factual accuracy, bias and regulatory compliance.

We explore the economics of generative AI. The cost of running it at scale in production and in testing, and how organisations are rethinking where large language models are necessary versus where smaller, domain-specific models are more effective.

The discussion also highlights how failure can scale in AI systems, where a single bad response can affect thousands of customers.

Show notes
Get a free pass to Cyara’s Xchange 2026 in Dallas, TX, using code VUX: https://cyara.com/event/xchange-2026
Find out more about Cyara: https://cyara.com

Follow Amitha on LinkedIn: https://www.linkedin.com/in/amitha
Follow Christoph on LinkedIn: https://www.linkedin.com/in/christoph-b%C3%B6rner-7721ab147
Follow Kane on LinkedIn: https://www.linkedin.com/in/kanesimms

Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW
Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms
Hosted on Acast. See acast.com/privacy for more information.