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Why AI Isn't Replacing Humans Yet: Shawn Wen, CTO @ PolyAI
Contact centers are broken — not because humans don't want to help, but because they lack the capacity. PolyAI CTO Shawn Wen explains why AI automation isn't about replacement, but about augmentation: picking up calls instantly, handling routine tasks, and escalating only the critical moments to human agents.
Shawn Wen is the Co-Founder and CTO of PolyAI, a voice AI platform valued at over $750M and backed by Nvidia, Khosla Ventures, and Point72. He holds a PhD from Cambridge, where he studied conversational AI under renowned speech recognition expert Steve Young. PolyAI now handles nearly…
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