Blake Morgan

Customer Experience Keynote Speaker & Futurist

Nalin Gupta, CEO and Founder of Cignara formerly Bujo

What Makes AI Customer Support Work at Scale

  

AI can handle millions of customer conversations—but only when the right data, workflows, and systems are in place.

In this episode of The Modern Customer Podcast, Nalin Gupta, Founder and CEO of Cignara (formerly Bujo), shares what it takes to build AI systems that can handle complex, high-volume customer interactions at the enterprise level.

The conversation moves beyond the technology itself to focus on the foundation behind it—how companies structure data, define workflows, and continuously improve performance through feedback. From building unified knowledge layers to implementing human-in-the-loop QA, Nalin explains how these elements come together to make AI more accurate, reliable, and effective over time.

The discussion also explores how leading organizations are moving beyond experimentation—treating AI not just as a support tool, but as a core part of how customer experience is delivered and scaled.

Key highlights from the conversation:

  • Why AI in customer support requires more than technology
  • The role of data and workflows in driving performance
  • How feedback loops improve accuracy over time
  • What it takes to scale AI in enterprise environments

🎧 Listen to the full episode and follow The Modern Customer Podcast to learn what enterprise-grade AI deployment actually requires—and what separates the organizations getting it right. Visit cignara.com to learn more. Stream now on Apple Podcasts, Spotify or your favorite podcast platform.

Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience including “The Eight Laws of Customer-Focused Leadership.” 

For regular updates on customer experience, sign up for her weekly newsletter here. 

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