Deep Learning With PolyAI podcast

#Business #Team PolyAI #Artificial Intelligence #Generative AI #Voice AI #Contact Center #Customer Service #Customer Experience #Automation #Voice Assistant

35:56

In this premiere episode of "The God Hook," host Carol Costello introduces the chilling story of Richard Beasley, infamously known as the Ohio Craigslist Killer. In previously unreleased jailhouse recordings, Beasley portrays himself as a devout Christian, concealing his manipulative and predatory behavior. As the story unfolds, it becomes clear that Beasley's deceitfulness extends beyond the victims he buried in shallow graves. Listen to the preview of a bonus conversation between Carol and Emily available after the episode. Additional info at carolcostellopresents.com . Do you have questions about this series? Submit them for future Q&A episodes . Subscribe to our YouTube channel to see additional videos, photos, and conversations. For early and ad-free episodes and exclusive bonus content, subscribe to the podcast via Supporting Cast or Apple Podcasts. EPISODE CREDITS Host - Carol Costello Co-Host - Emily Pelphrey Producer - Chris Aiola Sound Design & Mixing - Lochlainn Harte Mixing Supervisor - Sean Rule-Hoffman Production Director - Brigid Coyne Executive Producer - Gerardo Orlando Original Music - Timothy Law Snyder SPECIAL THANKS Kevin Huffman Zoe Louisa Lewis GUESTS Doug Oplinger - Former Managing Editor of the Akron Beacon Journal Volkan Topalli - Professor of Criminal Justice and Criminology Amir Hussain - Professor of Theological Studies Learn more about your ad choices. Visit megaphone.fm/adchoices Support our show by becoming a premium member! https://evergreenpodcasts.supportingcast.fm…

Deep Learning with PolyAI

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PolyAI's CEO/co-founder Nikola Mrkšić and team invite guests to candidly discuss trends and tech in AI, voice throughout the enterprise, and nailing the customer experience.

64 епізодів

Deep Learning with PolyAI

updated рік тому

Поширити

Головна серій•Feed

PolyAI's CEO/co-founder Nikola Mrkšić and team invite guests to candidly discuss trends and tech in AI, voice throughout the enterprise, and nailing the customer experience.

64 епізодів

#Business #Team PolyAI #Artificial Intelligence #Generative AI #Voice AI #Contact Center #Customer Service #Customer Experience #Automation #Voice Assistant

Alla avsnitt

1
065: The anatomy of telephony, part 2 - Evolution 22:06

10 weeks тому22:06

22:06

Send us a text The second episode of a three-part miniseries sees Deep Learning with PolyAI continue exploring the intricate world of telephony and VoIP! Nikola welcomes back Oisin Glenn, VP of Solutions Consulting, to chat about the historical development, current technologies, and the complexities of modern telephony. They discuss everything from PBX systems, VoIP protocols, and the rise of WebRTC to the unique challenges of international deployments, codec differences, and the open-source revolution in telephony. Learn how traditional telephony infrastructure is being replaced by scalable, IP-based systems and what the future holds for the industry. Whether you're an industry veteran or a curious newbie, this episode offers valuable insights into the telephony landscape. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

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064: The anatomy of telephony, part 1 - Origins 23:06

12 weeks тому23:06

23:06

Send us a text Nikola welcomes Oisin Glynn, VP of Solution Consulting, to discuss the fascinating history and evolution of modern telephony. Going back to the inception of telephone systems, from their early manual connections to the adoption of the PSTN and the advent of private branch exchanges (PBX), the conversation touches on the impact of the internet and mobile telephony on traditional phone systems, the rise of VoIP, and how companies like Cisco and Avaya played pivotal roles in transforming business communications. Whether you're curious about the historical milestones or the technical nuances of modern telecommunication, this episode is a perfect start to a series on the wizardry in present day telephonics. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

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063: Surprising findings from PolyAI's recent CS trends report 25:02

13 weeks тому25:02

25:02

Send us a text ** Check out the report that inspired the episode ** Damien welcomes PolyAI's senior director of brand, Kylie Whitehead, to discuss the findings from two comprehensive surveys highlighting trends in customer experience (CX) and contact center leadership. Learn about the evolving roles of CX leaders and the increasing influence of AI, as well as the differing sentiments of contact center agents towards automation. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

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062: AI's Sputnik moment? DeepSeek R1 has entered the chat(GPT). 18:47

15 weeks тому18:47

18:47

Send us a text Bonus breaking news episode of the Deep Learning with PolyAI podcast! Hosts Damien and Nikola chat about the recent release of DeepSeek's open-source R1 model, which has sparked widespread reaction across the tech world. The R1 model, created with limited resources, has matched or exceeded benchmarks of leading models from OpenAI and Meta, prompting discussions on its potential impact on AI development and market dynamics. The episode explores DeepSeek's engineering feats, the subsequent market responses, and its implications for the future of open-source AI movements and global competition. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

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061: An early look at OpenAI's Operator 19:50

15 weeks тому19:50

19:50

Send us a text Kylie takes the helm for this episode of Deep Learning with Poly AI, where she and PolyAI CEO Nikola Mrkšić chat(no GPT) about OpenAI's latest innovation: the Operator agent. From the concept of AI performing tasks such as ordering groceries, booking travel, and making restaurant reservations, to live demos of agentic requests, Kylie and Nikola butt heads on overall impact and explore the broader implications of AI in increasing productivity, interface interaction, and transforming enterprise applications. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

1
060: A deep dive into the UK's AI Opportunities Action Plan 22:30

17 weeks тому22:30

22:30

Send us a text Damien and Nikola (CEO & Co-Founder of PolyAI) talk about the recently announced AI Opportunities Action Plan. The conversation highlights the UK’s historical contributions to AI, the challenges it faces due to American tech dominance, and the strategic moves to build a competitive AI ecosystem. They touch on the importance of infrastructure, talent attraction, public sector engagement, and ethical considerations in AI development. Tune in to hear detailed insights on how this plan could impact the startup scene, established industries, and the broader economic landscape. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

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059: AI in 2024: A really big year in review. 24:40

17 weeks тому24:40

24:40

Send us a text In this episode of 'Deep Learning with PolyAI,' Damien and Nikola reflect on the significant trends in AI throughout 2024, including the rise of generative AI, the stabilization of models, and increased enterprise adoption. They also discuss the importance of customer experience and data management in AI applications. As they look forward to 2025, they predict further advancements in hyper-personalization, enterprise scaling, and regulatory clarity. Join us for an insightful discussion on the evolving landscape of AI. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

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058: The rise of CAIOs and AI competency centers 25:43

18 weeks тому25:43

25:43

Send us a text Orgs establishing AI competency centers or hiring Chief AI Officers are heavy in 2025 predictions. Sit beside the fire with Damien and Nikola Mrkšić, CEO and co-founder of PolyAI, in this enlightening episode of Deep Learning with PolyAI, as we tap into the emergence of Chief AI Officers (CAIOs) in organizations, their responsibilities, and the impact of AI on business operations. Explore the parallels between AI-heavy roles and traditional executive positions, the importance of having the right vision in addition to technical knowledge, and the potential future of AI leadership within enterprise settings. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

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057: What the #$%& is agentic AI anyway? 21:23

23 weeks тому21:23

21:23

Send us a text Time to decode the buzzterm du jour - in this episode of Deep Learning, Damien and Nikola discuss the emerging (or is it?) concept of agentic AI, and how AI systems that act autonomously and perform complex tasks could transform individual and corporate life. From planning vacations to automating business processes, we talk about the efficiency gains and potential risks associated with Agentic AI. We also touch on its implications for the future of AI technology and industry adoption. Don't miss insights into how this evolution could shape an AI-first world. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

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056: The customer service conundrum, as indicated by a bunch of survey data. 23:06

24 weeks тому23:06

23:06

Send us a text In this episode of 'Deep Learning with PolyAI,' host Damien and guest Kylie Whitehead, Senior Director of Brand and Marketing at PolyAI, discuss the evolving expectations of consumers when it comes to customer service, especially in the context of automation. Drawing from key industry survey results, they explore how organizations can balance the need for immediacy and personalized service using AI and customer data. From cultural differences between the UK and the US to terms of service expectations across generations, they compare and contrst the impact of technology in improving customer experiences. Join them as they uncover insights from ongoing surveys and share personal anecdotes about consumer behavior and preferences. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

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055: PolyAI's VOX Horizons annual conference recap 26:10

25 weeks тому26:10

26:10

Send us a text ** Catch a replay of VOX here: https://poly.ai/vox-2024/ ** Damien and PolyAI CEO Nikola Mrkšić as they rewind to Thursday, November 14th, covering the evolution and challenges of automatic speech recognition in voice AI and automation for contact centers, emerging trends in CX and customer satisfaction, and tips on boosting ops without sacrificing quality. Hear insightful recaps from industry leaders, such as Lauren Sullivan from Howard Brown Health and Jo Lai from Hopper, and get a sneak peek into the future of AI-driven customer service. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

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054: CX horror stories and AI armor for contact center agents 23:31

28 weeks тому23:31

23:31

Send us a text Damien and Nikola talk rising aggression towards contact center agents and the protective role of AI automation. Highlighting alarming stats like 65% of people abandoning brands after one bad experience and a 90% increase in customer service abuse during peak seasons, they address the issue and how AI can deflect initial customer rage and effectively manage high volumes. As holiday-induced pressures mount, hear how AI offers a valuable solution to preserve both employee well-being and customer satisfaction. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

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053: Generative AI's Power Paradox. Can it prevent its own energy crisis? 19:35

30 weeks тому19:35

19:35

Send us a text In this episode of Deep Learning with PolyAI, join Damien and Nikola as they kibbitz over the immense energy demands of modern data centers powering advanced AI models. They explore how tech giants like Microsoft and Google are turning to nuclear energy, including the potential of fusion power, to meet these needs. From comparing the roles of nuclear and other renewable energy sources, to the impact of data, chips, and better algorithms in AI advancements, they paint possible tableaus for the future of sustainable tech and energy-efficient solutions as AI continues to evolve. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

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052: Speech Synthesis - The anatomy of a voice assistant #4 28:46

31 weeks тому28:46

28:46

Send us a text In this concluding episode of the 'Anatomy of a Voice Assistant' series, CTO Shawn Wen discusses the intricacies of speech synthesis in voice assistants, emphasizing the importance of authentic, human-like voices in improving user engagement and containment rates. Kylie and Shawn chat about the evolution of AI voices from the early days of IVR systems to current sophisticated standards, highlighting the necessity of collaboration across engineering, marketing, and branding teams to achieve desired voice quality. The conversation touches on the ethical considerations of voice cloning and the role of voice actors. It's a good one! Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

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051: Secret Agentforce: Declassified! And more from Dreamforce 2024 18:11

32 weeks тому18:11

18:11

Send us a text Our own Brian Thompson, VP of Product Marketing, joins CEO Nikola to discuss Salesforce's recent AgentForce announcement. This new initiative is presented as a big shift toward autonomous AI agents within large enterprises and while at least one the dyad sees it as a rebrand of Einstein Copilot, others may view it as a step towards making practical AI solutions mainstream. Talk points include the competitive dynamics between Salesforce and Microsoft, the challenges enterprises face in genuinely integrating and deriving value from AI, and the complexity of transforming organizational workflows and data management. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

Deep Learning with PolyAI

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050: Dialogue design. So hot right now. 22:45

33 weeks тому22:45

22:45

Send us a text 50th episode! Damien welocmes newcomer to the pod Oliver Shoulson, PolyAI's senior dialogue designer, about what dialogue design entails and why it's crucial in the era of advanced language models (LLMs). Oliver explains that dialogue design goes beyond just scripting responses; it's about making AI interactions feel natural to humans through understanding subtleties like turn-taking, back channeling, and processing human language cues. He notes that good dialogue designers often come from backgrounds in linguistics, human-computer interaction, and scriptwriting, and they blend skills from product design, software engineering, and data analysis. Despite the advancements in LLMs, Oliver insists that these technologies still need careful structuring to avoid reverting to generic, less human-like interactions. An interesting topic everyone can appreciate! Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

Deep Learning with PolyAI

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049: OpenAI o1, Apple Intelligence, and Exowatt... oh my! 23:54

34 weeks тому23:54

23:54

Send us a text Damien and CEO Nikola Mrkšić discuss recent AI headlines, including Klarna's decision to ditch Salesforce and Workday, Apple's new on-device AI approach and the Apple Intelligence hype, Sam Altman's investment in solar storage, and the big enchilada: an early take of OpenAI's new 'Strawberry' o1 reasoning model, highlighting its impressive capabilities and potential impact on AI's future. Finally, news you can use. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

Deep Learning with PolyAI

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048: Dissecting the actual impact of the new Council of Europe AI Framework Convention and treaty 27:36

35 weeks тому27:36

27:36

Send us a text Host Damien and PolyAI CEO Nikola Mrkšić discuss the latest in an increasingly vague spate of regulatory actions: this time, the AI Framework Convention treaty from the Council of Europe. The treaty, aiming to balance AI advancements with human rights and democracy, is broken down for its practicality, technological neutrality, and the challenges of achieving global parity. The duo explores the tricky dynamics of AI regulation, especially in contrasting legal systems and geopolitical contexts, highlighting the importance of including major players like China. They debate the 'significant impact' clause, implications for small vs. large AI developers, and touch on potential loopholes for national security exceptions. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

Deep Learning with PolyAI

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047: The anatomy of a voice assistant, part 3 - Large language models (LLMs) 27:46

36 weeks тому27:46

27:46

Send us a text It's the third in a series of technical deep dives for building IVAs, and for this episode, it's all about LLMs. Kylie chats with Shawn Wen, co-founder and CTO at PolyAI, who explains why LLMs can accomplish 70% of what’s needed for voice assistants, and more importantly: what's involved in the remaining 30%. The discussion touches on strategies to manage challenges through prompt engineering, dialogue management, and integrating third-party APIs, while highlighting the similarities between AI and human behavior. A look into cybersecurity and the future of specialized LLMs rounds out the conversation, offering insights for industry professionals navigating this evolving technology. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

Deep Learning with PolyAI

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046: What's with the anti-AI movement among some brands, and will it last? 25:34

37 weeks тому25:34

25:34

Send us a text Damien and Nikola chat about the controversial rise of anti-AI sentiment among brands, especially in the creator industry. They explore recent anti-AI pledges by notable brands like Procreate and Dove, scrutinizing whether these are sincere stances or marketing tactics, deliberating the balance between human artistry and technological advancement. All this, plus Olympic men's basketball, in this episode of Deep Learning with PolyAI. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

Deep Learning with PolyAI

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045: Conversations with Kenn So, Generational.pub 24:10

38 weeks тому24:10

24:10

Send us a text Damien interviews Kenn So, an AI researcher, enthusiast and author of the Generational substack . Kenn offers insights in to technical trends and consumer expectations of generative AI, happenings in the AI VC/investor space, challenges facing AI startups, and observations in current and future M&A activity. Plus, we learn about Sherlocking and quasi-acquisitions, which will replace "brat girl summer" as THE phrase(s) of 2024. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

Deep Learning with PolyAI

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044: Speech Recognition and Spoken Language Understanding (SLU) 33:23

39 weeks тому33:23

33:23

Send us a text In our second technical dive in the the anatomy of a voice assistant, Kylie hosts Shawn Wen, co-founder and CTO of Poly AI, to analyze the complexities of building voice assistants. He highlights the challenges faced in speech recognition, such as dealing with errors, latency, and user experience. Shawn also discusses the inefficiencies of converting chatbots to voice assistants and the nuances that must be managed, including managing speech recognition models, right-sizing latency, agile dialogue design, and dealing with telephony filters. He emphasizes that optimizing these systems isn't just a technical problem but a multifaceted user experience challenge. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

Deep Learning with PolyAI

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043: Size Matters - The rise of small language models (SLMs) 19:51

39 weeks тому19:51

19:51

Send us a text Damien and Nikola discuss the evolution and significance of small language models (SLMs) amid the ever-growing landscape of their bigger bretheren, large language models (LLMs). They dissect the predicted rise of SLMs, their applications in privacy-focused and low-power devices, and the implications for enterprises balancing cost, efficiency, and modernization. They also explore the enduring relevance of SLMs, the pursuit of artificial general intelligence (AGI), and what the future holds for localized and on-premises machine learning solutions. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

Deep Learning with PolyAI

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042: Breaking Bots - Navigating AI deepfakes during election season and beyond 18:24

40 weeks тому18:24

18:24

Send us a text From political campaigns inundating platforms with AI-generated content to the intricacies of voice AI and deepfake technologies, Damien and Nikola offer practical tips on distinguishing real from fake. Learn how pronunciation differences, odd question prompts, and latency can help you identify AI bots posing as human callers. This episode provides valuable insights into the evolving landscape of AI in politics and commercial telemarketing. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

Deep Learning with PolyAI

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041: The cultural phenomenon (and human acceptance) of automation IRL 23:14

41 weeks тому23:14

23:14

Send us a text Damien welcomes back Michelle Schroeder, SVP of Marketing at PolyAI, to discuss the growing role of automation in daily life and enterprise operations. They explore public perceptions of automation through examples like automated vacuum robots, brain surgery bots, and services like Amazon Go. Emphasizing the dividing line between successful and unsuccessful automation, the duo agree on one very key factor towards people generally accept automation more readily. They also touch on the societal shift toward accepting AI-driven customer service, continued resistance to automation, and the future of automated human-like interactions. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

Deep Learning with PolyAI

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040: The multilayered anatomy of a generative AI voice assistant 25:40

44 weeks тому25:40

25:40

Send us a text It's getting technical up in here! Kylie welcomes PolyAI CTO & Co-Founder Shawn Wen to the show to discuss the complexities of building high-quality voice AI systems. From the limitations of large language models (LLMs) to the nuances across each layer of the tech stack, they'll cover setting up audio channels, streaming speech recognition, voice activity detection, and the uniquely global challenge of handling different accents and languages. Shawn gives away a bit of our secret sauce, while underscoring the importance of adapting technology to user characteristics and enterprise demands. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

Deep Learning with PolyAI

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039: Old news is good news for generative AI; Reshaping modern journalism 20:26

45 weeks тому20:26

20:26

Send us a text Damien and Nikola brag about their impressive Duolingo streaks... and then discuss the impact of AI on modern journalism - including issues from OpenAI and Perplexity's data-scraping controversies to the ethical implications on the journalistic landscape. They debate (kind of) over the balance between maintaining journalistic integrity and the rise of AI content generators, potential solutions like pre-emptive licensing fees, and the broader effects on information consumption and media bias. Where do you stand on the future of journalism in an AI-dominated world? Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

Deep Learning with PolyAI

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038: Decoding McKinsey/QuantumBlack's State of AI 21:17

46 weeks тому21:17

21:17

Send us a text Guest host Steven Fine and series regular Nikola Mrkšić discuss the current landscape of AI adoption in businesses, drawing on McKinsey's recent The State of AI report. They explore topics such as the rapid increase in generative AI usage, the challenges of integrating AI into existing business workflows, and the debate over building versus buying AI solutions. They also touch on the future of AI, its impact on job markets, and the what's hype and what's reality in the world of autonomous AI agents. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

Deep Learning with PolyAI

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037: Guiding effective worker utilization of generative AI tools 27:34

48 weeks тому27:34

27:34

Send us a text Damien outs himself as a generative AI avatar (not really though), while he and PolyAI CEO Nikola Mrkšić discuss the growing workforce adoption of generative AI in modern enterprises. They explore the pros and cons, including overcoming discovery issues, optimal use cases across various business functions, training and governance, and examples of strong applications of generative AI in customer service automation, presentations, and Excel modeling. Follow PolyAI on LinkedIn Watch this and other episodes of the Deep Learning pod on YouTube…

Deep Learning with PolyAI

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036: Keeping AI prominent in big tech alliances 19:12

49 weeks тому19:12