In this episode of Built to Scale: B2B Growth, host Rym Benchaar speaks with Tushar Jain, co-founder of EnthuAI, about the evolving role of AI in contact centers and the challenges of scaling a SaaS business.

Tushar shares his entrepreneurial journey, the lessons learned from failures, and how AI can transform customer experience by providing real-time insights and enhancing sentiment analysis. He also discusses the importance of trust, security, and ROI when implementing AI solutions and explains why the future of AI in contact centers is about assisting, not replacing, human agents.

This episode is perfect for SaaS founders, AI enthusiasts, and anyone interested in the intersection of technology, customer experience, and business growth.Key Takeaways

• Entrepreneurship often comes with failures and learning moments
• AI is becoming essential infrastructure for modern contact centers
• Real-time insights are increasingly demanded by customers
• Customer sentiment is now a critical KPI for success
• Trust and security are major concerns in AI adoption
• Driving ROI remains a significant challenge for SaaS companies
• High implementation costs can be a barrier to AI adoption
• Future AI solutions are designed to assist, not replace, humans.