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Measuring the ROI of Voice AI: Key KPIs for Success with PolyAI's Steven Fine
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Welcome to The Amplitude of Tech Podcast, hosted by Shawn Cordner, CMO at Amplix. This episode features Steven Fine, Senior Value Consultant at Poly.AI, who shares his expertise on measuring the ROI of voice AI and how organizations can identify the metrics that truly matter.
Steven draws on his global experience across industries like healthcare, financial services, and hospitality to explore the strategic value of voice automation. The conversation dives into the most impactful KPIs—from automation rates and agent attrition to first call resolution and CSAT—and emphasizes how to balance efficiency with experience.
The discussion also highlights the importance of employee experience, the hidden costs of turnover, and how AI can support workforce retention by removing repetitive tasks and enabling more meaningful work. Steven offers practical tips for building a compelling business case, aligning AI investments with executive priorities, and avoiding common pitfalls in AI deployment.
The episode concludes with a look at how enterprises can set themselves up for long-term success by tracking the right metrics, leveraging the right partners, and staying focused on what technology is ultimately meant to do—serve the customer.
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