Beyond the Hype: Rilla’s Sebastian Jimenez on The Future of Speech Analytics in Retail

On today’s episode of The AI in Retail Show, Trevor speaks with Sebastian Jimenez, CEO of Rilla to explore how Rilla is utilizing AI and natural language processing to revolutionize sales associate conversations and enhance the retail experience. From pivoting during COVID-19 to navigating the challenges of privacy and the potential of technology in retail, this episode covers the journey of bringing AI into the physical retail space and exciting visions for its future.

Topics discussed:

  • Disrupt or be Disrupted:

    Learn why retailers need to embrace disruption and innovative technologies to stay ahead in a rapidly evolving market. Sebastian draws parallels to Blockbuster to illustrate the risks of stagnation.

  • The Power of Voice AI:

    Discover how voice analytics tools like Rillavoice are transforming retail by providing valuable insights into customer interactions and enhancing sales team performance.

  • Addressing Employee Resistance:

    Get practical insights into overcoming employee hesitation towards in-store conversation recording and monitoring. Sebastian offers an honest assessment and strategies for successful implementation.

  • Protecting Customer Privacy:

    Understand Rilla’s unique approach to consumer privacy with advanced voice modification and redaction technologies. Learn how they balance data collection with customer trust.

  • Change is Inevitable:

    Explore the psychological barriers to adopting disruptive technologies in the retail space. Sebastian offers perspectives on overcoming a “laggard mentality” to embrace the potential of innovation.

Don’t miss this episode if you’re interested in:

  • The future of voice technology in retail

  • Leveraging AI for sales optimization

  • Balancing customer privacy and data insights

  • Overcoming internal resistance to technology adoption

  • Strategies for retail disruption and innovation

Guest quote:

“You talk about retail, it’s like, oh, this looming like, oh my God, we’re getting disrupted. Are we going to go out of business? It’s like this fear. But then at the same time, what you see some of these leaders do is that they kind of recede back and be like, okay, let’s go into fear mode and let’s try to keep what we have. It’s like the Blockbuster way of thinking of, like, we’re gonna, it’s like when you’re being disrupted, you have to kind of lean into the disruption so that you become disruptor and not disrupted. And with this kind of product, like you’ve seen, it’s not only with voice, but with facial recognition and with analyzing foot traffic.”

Get in touch with Sebastian Jimenez:



Get in touch with your host, Trevor Sumner: