{"podcast":{"title":"The AI in Business Podcast","slug":"the-ai-in-business-podcast-168928","podcast_index_feed_id":168928,"rss_url":"https://techemergence.libsyn.com/rss","website_url":"http://emerj.com","image_url":"https://static.libsyn.com/p/assets/9/c/2/2/9c226d0d338dd5bed959afa2a1bf1c87/1.png","author":"Daniel Faggella","episode_count":1163,"summary":"The AI in Business Podcast is for non-technical business leaders who need to find AI opportunities, align AI capabilities with strategy, and deliver ROI. Each week, Emerj research staff and journalists interview top AI executives from Fortune 2000 firms and unicorn startups - uncovering trends, use-cases, and best practices for practical AI adoption. Visit our advertising page to learn more about reaching our executive audience of Fortune 2000 AI adopters: https://emerj.com/advertise","last_synced_at":"2026-07-04T00:20:08.438260+00:00","page_url":"https://stenobird.com/podcast/the-ai-in-business-podcast-168928"},"episode":{"title":"Closing the Customer Service Gap: How AI Is Redefining Scale, Speed, and Satisfaction - with Philipp Heltewig of NiCE","slug":"closing-the-customer-service-gap-how-ai-is-redefining-scale-speed-and-satisfaction-with-philipp-heltewig-of-nice","published_at":"2026-04-01T06:00:00+00:00","page_url":"https://stenobird.com/podcast/the-ai-in-business-podcast-168928/closing-the-customer-service-gap-how-ai-is-redefining-scale-speed-and-satisfaction-with-philipp-heltewig-of-nice","show_page_url":"https://stenobird.com/podcast/the-ai-in-business-podcast-168928","url":"https://podcast.emerj.com/closing-the-customer-service-gap-how-ai-is-redefining-scale-speed-and-satisfaction-with-philipp-heltewig-of-nice","audio_url":"https://traffic.libsyn.com/secure/techemergence/Philipp_Heltewig.03.30.26.mp3?dest-id=151434","summary":"The gap between customer expectations and operational delivery is widening as traditional reactive service models struggle with volume volatility and workforce attrition. In this episode, Philipp Heltewig, Chief AI Officer at NiCE, unpacks how enterprises can transition to a proactive, AI-first customer experience by rethinking core service processes for the age of automation. The discussion outlines the shift from measuring simple deflection to prioritizing resolution quality, alongside the technical requirements for structuring APIs and knowledge bases to support high-performance AI agents. This episode is sponsored by NiCE. Learn how brands work with Emerj and other Emerj Media options at go.emerj.com/partner","meta_description":"The gap between customer expectations and operational delivery is widening as traditional reactive service models struggle with volume volatility and work…","key_points":[],"chapters":[],"topics":[],"duration_seconds":2412,"processing_state":"not_requested","actions":[{"name":"request_transcript","method":"POST","url":"https://stenobird.com/v1/public/podcasts/the-ai-in-business-podcast-168928/episodes/closing-the-customer-service-gap-how-ai-is-redefining-scale-speed-and-satisfaction-with-philipp-heltewig-of-nice/transcription-requests","description":"Idempotently request low-priority transcript generation for this episode."},{"name":"read_markdown","method":"GET","url":"https://stenobird.com/podcast/the-ai-in-business-podcast-168928/closing-the-customer-service-gap-how-ai-is-redefining-scale-speed-and-satisfaction-with-philipp-heltewig-of-nice.md","description":"Read the agent-friendly Markdown representation of this episode resource."}]}}