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Blog

Come on our journey through conversational AI

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Buying physical products from a distance comes with risks. Customers want to know everything from how the product is made or sourced, to how it’s going to be delivered, to how they can send it back if it doesn’t meet their expectations. And while your company has processes in place to manage all aspects of […]

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 […]

A whole lot of what’s being billed as ‘conversational AI’ today is not so much about artificial intelligence as it is about logic. Take the following example of a customer booking a table at a restaurant. Simple, right? Chatbot asks question, customer gives answer. It’s like filling out a form, but with a conversational interface. […]

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 to discuss the future of customer service as […]

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 […]

We are happy to announce that PolyAI was named ‘Company of the Year 2019’ by the Cambridge 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 been holding […]

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 […]

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

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 […]

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 […]

There’s been so much hype around conversational AI that – unless you’re a researcher in the field – it’s difficult to know what’s possible and what’s not. From sloppy Facebook Messenger chatbots to fully sentient robot friends – the spectrum of AI in popular culture and our everyday lives is broad. The shift to conversation-driven […]

Speaking more languages simply means reaching more people. This statement is equally true when it relates to humans or to conversational AI systems. The transformative nature of polyglot AI technology opens up new opportunities by catering to wider audiences and offering multilingual solutions. At PolyAI, our mission is to overcome the language barriers through our […]

Progress in Machine Learning is often driven by large datasets and consistent evaluation metrics. To this end, PolyAI is releasing a collection of conversational datasets consisting of hundreds of millions of examples, and a standardised evaluation framework for models of conversational response selection. Conversational response selection, the task of identifying a correct response to a […]

Data is the driving force behind all our machine learning models. Although the word data itself buzzes a lot, the craft of getting and leveraging data for building conversational AI is unknown to many. A simple yet governing credo here at PolyAI is “no good data, no conversational AI” — which is also where our culture of […]

This is a deep-dive into one of the problems we face when we model dialogue: understanding mentions of people’s names in a restaurant booking system. This article presents how we approached the problem and solved it using some creative neural network structures. At PolyAI, we use datasets of billions of conversations and unstructured natural language […]

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