Gadi Shamia

CEO and co-founder of Replicant, an AI-powered contact-center automation platform, with expertise in conversational AI, deployment challenges, and designing scalable agentic solutions.

Best podcasts with Gadi Shamia

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Dec 17, 2025 • 24min

Beyond the bot: building empathetic customer experiences with agentic AI

Eric Buesing, a Partner at McKinsey & Company, and Gadi Shamia, CEO of Replicant, explore the transformative power of agentic AI in customer care. They discuss how AI can evolve from basic bots to empathetic agents that handle complex interactions. Key insights include the importance of UX design for customer acceptance and the need for robust organizational changes to scale automation. The duo also highlights a successful DoorDash pilot, showcasing measurable goals and impressive automation rates. Discover how AI can reshape human roles in contact centers!

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