Deep Learning with PolyAI
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.
Deep Learning with PolyAI
Can journalism teach us how to trust AI?
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In this episode of Deep Learning with PolyAI, Michelle Schroeder sits down with Dom Nicastro, Editor-in-Chief at Simpler Media Group and longtime journalist covering CX, content, and enterprise tech.
Dom has spent years watching AI reshape newsrooms — and he sees striking parallels with what CX leaders are facing today. Journalists and CX teams share the same challenge: cutting through hype, spotting “AI slop,” and building trust through accuracy, governance, and human judgment.
They explore:
- Why journalism’s skepticism is exactly what CX needs right now
- How AI accelerates good work — and exposes weak processes
- Why bad AI (in news or CX) destroys trust instantly
- What Dom hears backstage at CX events that rarely makes it into press releases
- The role of governance, vetting, and human oversight in customer-facing AI
- How CMSWire built “Roberta,” their internal RAG system to support real reporting — not replace it
Dom’s take is clear: AI won’t replace humans, but it will reveal who’s doing the work well — and who isn’t.
👉 Listen to the full episode to learn what journalism can teach CX leaders about building trustworthy AI.
#AI #CustomerExperience #CX #Journalism #PolyAI #CMSWire #ConversationalAI
