Podcast ¦ Get out of wrap: 238 – Olly Hobson – a young business owner making a mark !

Key Take Aways

1. Young entrepreneurs like Ollie Hobson are driving innovative AI solutions within the contact centre industry, demonstrating the potential for fresh talent to influence enterprise technology.
2. The origin of Cloud X was rooted in early web development projects by founders during GCSEs and A levels, highlighting the value of hands-on learning and experimentation.
3. The transition from general web development to specialising in conversational AI was driven by recognising the technological readiness for real-world application, particularly in enhancing customer support.
4. Accelerator programmes, such as the NatWest initiative, are vital ecosystems for tech startups, providing resources, mentorship, and networking opportunities, especially for young founders.
5. The AI voice platform developed by Cloud X focuses on creating human-like interactions, aiming to complement, not replace, human contact centre agents.
6. The platform supports multiple languages (50), with the capability to train on client-specific FAQs and processes, enabling customisation for diverse enterprise needs.
7. AI solutions in contact centres can reduce inbound call volumes by deflecting routine queries, thereby allowing agents to focus on more complex customer issues.
8. Human handoff capabilities within AI platforms ensure seamless escalation to agents when necessary, with summaries provided to facilitate quick understanding.
9. There is a community-driven aspect in the contact centre industry, characterised by openness and support among professionals, contrasting with the traditionally competitive nature of other industries.
10. Ongoing development includes integrating AI deeply into customer journeys, such as enriching CRM data and end-to-end journey mapping, to improve customer experience and operational efficiency.
11. Entrepreneurs in AI are optimistic about technology augmenting human work rather than replacing it, especially in healthcare, medicine discovery, and customer service.
12. The rapid pace of AI technological development necessitates strategic focus on foundational processes like knowledge management to effectively deploy AI solutions.

Key Statistics

• Cloud X was started approximately four years ago by founders still in school.
• The AI voice system can operate in 50 different languages.
• The company is actively engaging in multiple use cases, including email summarisation, real-time CRM searches, and identity verification.
• Cloud X has been working intensively on conversational AI development for approximately 12 months, seven days a week.

Key Discussion Points

• The entrepreneurial journey of starting in school and choosing a self-directed learning path over traditional university routes.
• The importance of hands-on project experience and experimenting with passion projects in building technical skills.
• How accelerator programmes can offer invaluable support, networking, and advice, especially for young founders.
• The role of AI in contact centres: deflecting routine calls, supporting agent productivity, and enhancing customer satisfaction.
• The significance of human-like AI interactions, human handoff capabilities, and multi-language support for global enterprises.
• The community and collaborative culture within the contact centre industry.
• The future trajectory of Cloud X: scaling technology, expanding use cases, and integrating AI more deeply into customer journeys.
• The potential of AI to revolutionise healthcare, medicine, and various industries by significantly accelerating innovation.
• Concerns and optimism around the rapid development of AI technology, with emphasis on its role as a beneficial tool for humanity.
• The importance of infrastructure, particularly a comprehensive knowledge base, as a foundation for effective AI deployment.
• Strategies for contact centres to begin engaging with AI: focus on process optimisation and learning about the technology’s potential.
• The need for ongoing innovation in AI’s integration with customer relationship management (CRM) systems and customer journey mapping.

Podcast Description

This podcast features a conversation with Ollie Hobson, founder of Cloud X, who shares his entrepreneurial journey in building innovative AI solutions for the contact centre industry. Covering topics from early tech experimentation to scaling AI applications across multiple languages, the discussion explores how AI can augment human agents, improve customer experiences, and support global enterprise operations. The episode offers insights into industry community dynamics, the importance of foundational processes like knowledge management, and visions for the future of AI-driven customer service in financial services and beyond. Aimed at senior managers and industry leaders, it provides valuable perspectives on leveraging AI to transform contact centres and enhance operational efficiency.