This episode features Noam Fine, co-founder and CEO of Hear.ai. Noam is a serial entrepreneur with multiple exits, having most recently founded Over.ai, which was acquired by Vonage in 2019.

In this conversation, we delve into the transformative potential of generative AI in the contact center. Not for automating conversations with customers, but for turning these conversations into insights. Insights that can lead to tremendous improvements in customer experience, and business growth.

We explore how generative AI can enable new mindsets and move beyond incremental improvements, fundamentally reshaping the way organisations approach customer service and support.

At the heart of the conversation is the concept of the "Customer Value Exchange" (CVX) - the idea of turning contact centers from traditional cost centers into strategic value centers that can provide invaluable insights to drive business growth.

We discuss the details behind the hear.ai platform and how it leverages a unique blend of small and large language models, as well as fine-tuned models, to achieve reliability and cost-efficiency in analysing customer interactions.

This episode offers a glimpse into the transformative power of generative AI in the contact center industry, showcasing how innovative solutions like the Here AI platform can redefine the customer experience landscape and drive tangible business impact.

Visit Noam's LinkedIn - https://www.linkedin.com/in/noamfine/

Read our 15 AI Trends in Customer Experience 2025 - https://vux.world/customer-experience-trends-2025/?utm_source=vux&utm_medium=Podcast&utm_campaign=Trends2025

Be sure to check out hear.ai - https://www.linkedin.com/company/hear-ai/posts/?feedView=all

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Season 10, Episode 6: Preparation as a Core Value (with Ben Rogers)