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PolyAI Blog

Explore posts from PolyAI’s team of conversational AI experts that cover topics including deep dives into the tech behind our voice assistants, tips to building the best voice assistant, news in the conversational AI industry and more.

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Choosing Customer Goals to Automate

When considering automation within your customer service department, it is fundamental to understand customers’ end goals – the outcomes your customers expect when interacting with your business. Most AI agents use a process called intent detection to understand what the customer wants to achieve. While the technicalities of intent are best left to machine learning […]

Building Scalable AI Agents on Non-Linear Conversations

A whole lot of what’s being billed as ‘conversational AI’ today is not so much about artificial intelligence as it is about logic, meaning scalable AI agents are few and far between. Take the following example of a customer booking a table at a restaurant. Simple, right? Chatbot asks question, customer gives answer. It’s like […]

The Power of Convenience in Customer Service: Interview with Shep Hyken

Shep Hyken is the bestselling author of seven books about customer service. He’s worked with some of the most recognised brands in the world – including Disney, AmEx and Lexus – and many smaller companies, to advise on creating unbeatable customer experiences. We caught up with Shep Hyken to discuss the future of customer service […]

The Future of AI Agents in Insurance Customer Service

We’ve recently spoken with several big name insurance companies about how they can begin to implement AI in their customer service departments. In this post, we’re going to share some of the use-cases we’ve been thinking about, and how insurance companies might go about implementing them. Identification and Verification Existing customers will always be required […]

PolyAI awarded ‘Company of the Year 2019’ by the Cambridge Computer Lab Ring

We are happy to announce that PolyAI was named ‘Company of the Year 2019’ by the Cambridge Computer Lab Ring, the graduate association of the Department of Computer Science and Technology, University of Cambridge. Previous Company of the Year recipients include Deepmind Technologies, Improbable, SwiftKey, and Raspberry Pi. Founded in 2002, the Cambridge Ring has […]

We’re Building the Most Accurate Intent Detector on the Market

Intent detection is the task of classifying a user’s intent. For example, in the hospitality industry, intent categories might be ‘make a reservation’, ‘cancel reservation’, ‘update reservation’ etc. While this is a key part for any conversational AI platform, it is a somewhat under-resourced area of research. Publicly available intent datasets are usually very small […]

Using Conversational AI to Manage ID&V in Contact Centers

We’ve recently been working with large contact centers to explore the best potential opportunities for automation for their clients. We focused on a large UK retailer who employ contact centers to handle calls about deliveries, refunds, existing order enquiries, and placing new orders. We ruled out automating the process of placing new orders. We generally […]

How do AI Agents Respond to Customer Queries?

If AI agents are going to be truly useful in your contact center, they need to be able to understand customer queries and formulate useful, semantically correct and appropriate responses. It’s not just about giving answers. AI agents need to be able to do the same things your human agents do, such as update customer […]

How do AI Agents Understand Customer Queries?

To provide excellent customer service, artificially intelligent agents (or AI agents) need to be able to understand what customers actually want. Our human understanding of the broad variance in natural language is easy to take for granted, but for AI agents, extracting the meaning from sentences is a complex process that’s still being explored by […]