Brian Schiff on How Voice AI Is Improving Customer Service Conversations
Wed Jan 14 2026
Meet Brian Schiff, Co-Founder and CEO of Flip, a purpose-built Voice AI for automating customer support calls - trained on over 300 million successful calls across hundreds of brands.
Brian shares how Flip started and explains how their technology replaces old, frustrating IVR systems with natural, conversational voice experiences. Instead of pressing numbers, customers can simply speak and get real help faster!
The discussion covers how AI now understands everyday language and works alongside human agents rather than replacing them. Brian explains how Flip handles common customer requests like order updates, returns, and cancellations, and how AI can manage a large share of calls while improving customer satisfaction. We also discuss how success is measured, using metrics such as wait time, call resolution, and customer satisfaction. The episode ends with a look at the future of voice AI and how better conversations can drive stronger business results.
Highlights
[01:31] Brian's Background and Flip's Origin
[04:40] AI's Role in Transforming Customer Experience
[07:02] Flip's Unique Approach to Voice AI
[16:36] Balancing AI and Human Interaction
[19:24] Metrics and Success Measurement
[24:27] Handling Complex Transactions
[27:35] AI Handling Contact Volume
[35:07] Deployment and Analytics
[38:53] Future of Voice AI
Connect with Brian:
LinkedIn: linkedin.com/in/bschiff/
Website: flipcx.com/
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Meet Brian Schiff, Co-Founder and CEO of Flip, a purpose-built Voice AI for automating customer support calls - trained on over 300 million successful calls across hundreds of brands. Brian shares how Flip started and explains how their technology replaces old, frustrating IVR systems with natural, conversational voice experiences. Instead of pressing numbers, customers can simply speak and get real help faster! The discussion covers how AI now understands everyday language and works alongside human agents rather than replacing them. Brian explains how Flip handles common customer requests like order updates, returns, and cancellations, and how AI can manage a large share of calls while improving customer satisfaction. We also discuss how success is measured, using metrics such as wait time, call resolution, and customer satisfaction. The episode ends with a look at the future of voice AI and how better conversations can drive stronger business results. Highlights [01:31] Brian's Background and Flip's Origin [04:40] AI's Role in Transforming Customer Experience [07:02] Flip's Unique Approach to Voice AI [16:36] Balancing AI and Human Interaction [19:24] Metrics and Success Measurement [24:27] Handling Complex Transactions [27:35] AI Handling Contact Volume [35:07] Deployment and Analytics [38:53] Future of Voice AI Connect with Brian: LinkedIn: linkedin.com/in/bschiff/ Website: flipcx.com/