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Blog

Come on our journey through conversational AI

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In December 2020, the team at IBM published a blog post and technical paper in which they benchmarked the performance of a new-and-improved Watson Assistant against other conversational AI platforms from Google, Microsoft and Rasa. Naturally, we were very curious.  As it happens, some of the training datasets used in the benchmark test were the […]

If you’ve tried voice automation – via Siri, Alexa, or a conversational IVR – chances are, you’ve had a bad experience. Maybe you were misunderstood or not understood at all, maybe you had to keep repeating yourself or maybe you made a mistake and couldn’t get the damn machine to go back and amend it.  […]

Language is full of characters and words that sound frustratingly similar. Sorry, was that M or N? Did you say three, free, or tree? In normal conversation amongst friends, this is easily overcome but customers are less forgiving when they have an issue with a product or service. Before customers even get the opportunity to […]

Let’s face it. Understanding your customers isn’t always easy. They tell stories, go off track and they often can’t think of a good way to explain an issue to you. And those are just the customers that speak the same language as you. Even for humans, it can be really difficult to understand people with […]

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 […]

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 […]

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 […]

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 […]

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 […]

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. […]

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 […]

We’re delighted to announce that PolyAI has been named a Cool Vendor in Gartner’s latest Cool Vendors in Conversational AI Platforms report. The report – which focuses on vendors representing rising trends in conversational technologies – finds that “voice is becoming increasingly common, with end-to-end, human-like voice dialogues now possible within limited scopes.” Transactional Dialogue […]

We’re thrilled to announce our recently published paper on the PolyAI ConVEx framework. Our new technique, ConVEx (Conversational Value Extractor), is the most accurate value extractor on the market. It requires significantly less data than previous best systems, which means that PolyAI can create virtual assistants faster and better than anyone else, across any customer […]

At PolyAI, our conversational agents are powered, in part, by machine learning models that detect the intent behind what a user says. For example, in a banking environment, if a customer says “When did you send me my new card?”, the models will detect that you’re enquiring about card arrivals and the agent will route […]

The latest State of AI report from Nathan Benaich and Ian Hogarth has just been released and we’re thrilled that PolyAI has featured – twice! The report highlights the vast costs of training a model. “Based on variables released by Google et al., you’re paying circa $1 per 1,000 parameters. This means OpenAI’s 175B parameter […]