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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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PolyAI Joins NVIDIA Inception

The PolyAI team is thrilled to announce that we’ve joined NVIDIA Inception, a program designed to nurture startups revolutionizing industries with advancements in AI and data sciences. PolyAI builds next-generation voice assistants capable of handling true human-level conversations in customer service, regardless of accents, language or call quality. PolyAI voice assistants help enterprises unlock new […]

7 Reasons Why Voice Assistants Are Crucial for Handling Holiday Peaks in Your Call Center

As we head into the holiday season, many call centers will be dealing with a peak in demand. These can be hard to accurately forecast, prepare for and manage. Overwhelming demand in the call center not only frustrates your customers, it also contributes to burn-out for call center agents, lower morale and higher rates of […]

PolyAI’s ConveRT Model Outperforms BERT and GPT-Based Models in Salesforce Research Evaluation

In a recent evaluation by Salesforce Research, PolyAI’s ConveRT model performed top across a range of metrics, while using a fraction of the computational resources. Salesforce’s recent paper, Probing Task-Oriented Dialogue Representation from Language Models, compared ConveRT to other pre-trained models, evaluating their ability to encapsulate conversational knowledge in application to Conversational AI tasks. ConveRT […]

Multi-turn conversations: What are they, and why do they matter for your customers?

When considering the different options for voice automation, the ability for a voice assistant to hold a multi-turn conversation (and do it well) is essential for customer service. But what are multi-turn conversations, and why do they matter? What is a conversational turn? Many of us have grown accustomed to using voice automation in our […]

PolyAI Cited in Gartner Report on Customer Analytics for Customer Experience

We couldn’t be happier to announce that PolyAI has been included in a second Gartner report this month. Emerging Technologies and Trends Impact Radar: Customer Analytics for Customer Experience (October 2020) takes a deep dive into customer analytics solutions and is well worth a read for any company hoping to exploit such technologies in the […]

So You Think You Can Build Your Own Conversational AI: Why DIY conversational AI won’t achieve performance at scale

We come across a lot of companies that are experimenting with DIY conversational voice assistant capabilities offered by the likes of Google Dialogflow, Amazon Lex or IBM Watson, or open-source frameworks like Rasa. But when we get further into discussions, most of these companies have not put their voice assistant into action with real customers. […]

The Death of Voice has Been Greatly Exaggerated (Call Deflection Only Gets You So Far!)

In the past decade, companies have increasingly tried to deflect calls through automated text channels. A number of these companies have tried to eliminate calls altogether by making their phone number hard or impossible to access, forcing customers through self-serving FAQs and chatbots. Chances are you’ve experienced this before, and at some point likely found […]