Dvir Ginzburg is founder and CEO of Encore AI, which builds revenue-generating conversational AI for banks, lenders and financial-services enterprises across voice, chat and IVR. He holds a PhD in geometric deep learning and spent years as a recommendation systems researcher at Microsoft, with two granted patents. His argument is that deflection is the wrong metric for customer-facing AI, that 'sounds human' is already solved while 'acts human' is the real moat, and that a company's own conversation data — not the foundation model — is the only durable advantage.
“It's kind of like grading a website by how fast people leave it.”
“Never in history we would measure success by not passing it on to a human.”
“The right question should be, what is the satisfaction score? What are we truly wanting to optimize?”
“We were flooded with CXOs from big organizations coming in and saying, "We just need Gen AI. Board forced us, CEO forced us, we just need Gen AI."”
“Deflection increased, but PPD dropped dramatically.”
“I am replacing, quote unquote, people with agents, but my business results are actually decreasing or taking a hit.”
“One of our investors say that if you sell 100 bucks for 90, people will buy.”
“If you are an enterprise that is looking to build Gen AI agents for your customer facing processes and you didn't go through the step I'm just going to describe, you are doing something wrong.”