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Podcast: Tech Deep Dive
Episode: From 400 Calls in Queue to Zero Hold Time
Description: What happens when your contact center hits peak demand… and the queue explodes?In this episode, Max sits down with Michael Cibelli (PolyAI) to break down how one major brand went from 400+ callers waiting in queue to zero hold time—without wrecking customer experience.You’ll learn why traditional IVR trees (“Press 1 for…”) fail, what replaces them, and how modern Voice AI can contain calls end-to-end (not just “deflect” them). They also unpack the real-world risks—like AI hallucinations, compliance in regulated industries, and why context transfer matters more than most CX teams realize.What you’ll lear...