The Contact Center Gurus

Author: Jessica Voss

The Podcast for Contact Center and Customer Experience Leaders! Learn Best Practices, New Technology, Tips & Tricks, and more. Listen in!
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Stop Buying Chatbots, Start Deploying AI Agents
Episode 32
Thursday, 23 April, 2026

Most healthcare contact centers have tried chatbots and been burned. But what's possible today with AI agents is dramatically different. In this episode, Darren Prine sits down with Rebecca Clyde, Co-Founder and CEO of Botco.ai, to break down what AI in regulated environments actually looks like when it's built right — from day one. What you'll hear in this episode: Why early chatbots failed healthcare — and what changed How a 25-location behavioral health provider built a live agent backup system and never needed it Why patients in behavioral health feel less judged talking to AI than to a human How AI detects crisis signals and adverse medication reactions in real time The AI companion built for cancer patients getting answers in under 30 seconds Why the bar isn't resolution rates — it's quality of life How AI is matching patients to clinical trials in seconds from a doctor's phone Want to explore AI solutions for your contact center? Visit us: https://www.cloudtechgurus.com Learn more about Botco.ai: https://www.botco.ai Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.