AI Customer Service and the Death of the IVR with Michael Klein of Talkdesk
A special episode, recorded live at The Lead Summit, May 20 and 21, 2026, in New York City.
Michael Klein is the Director of Industry Marketing at Talkdesk, where he owns the messaging and the marketing for the retail, travel, and consumer goods industries. Talkdesk started in contact center software, began building its AI close to ten years ago, and now runs as a customer experience platform covering the work before, during, and after a sale, from product discovery through returns and recalls.
In this conversation: the phrase Michael uses for what natural language processing did to the phone…
The skinny
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