⚠️ Unsupported Browser

Your browser is not supported.

The latest version of Safari, Chrome, Firefox, Internet Explorer or Microsoft Edge is required to use this website.

Click the button below to update and we look forward to seeing you soon.

Update now

Blog

Come on our journey through conversational AI

Categories

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 […]

This summer, Google has been deploying its AI voice assistant called Duplex to call bars and restaurants in order to update their opening hours on Google Maps listings. Here’s a call their system had with our virtual assistant for restaurants.  As far as we’re aware, this is the first naturally-occurring conversation between AI voice […]

Over the last few months, we have spoken with many B2C organisations with large contact centres. Without fail, we constantly hear the following digital transformation concerns from business leaders, operations directors, and customer experience professionals: “We want to transform our business and we are evaluating several projects at the moment our plans will finalise in […]

This is part two of a four part article series in which we demonstrate how to identify value streams of using a virtual assistant to partially or fully automate “customer-to-business” interactions. We will detail how to measure quantifiable cost savings and track qualitative benefits in a contact center environment. You can read part one–which discusses […]

This is part one of a four part article series which will demonstrate how to identify value streams a virtual assistant can deliver through automating “customer-to-business” voice interactions. This series will look at how to measure quantifiable cost savings and track qualitative benefits that a virtual assistant can deliver in a contact center environment. In […]

Customer service automation is nothing new, but very little has actually changed since the IVR was developed in the 1970s… until now. We have now reached a point where speech recognition and conversational AI technologies are sophisticated enough to reliably handle customer queries, and the next 3-5 years will see this technology totally transform the […]

When it comes to building a virtual assistant, many companies will turn to bot-building platforms like Google Dialogflow, Amazon Lex and Microsoft Bot Framework. The appeal of developing virtual assistants in-house is understandable, but it’s a decision that many companies come to regret. In this post, we’ll look at the pitfalls of bot-building platforms, highlighting […]

While many prefer to make bookings online, 50% of diners are still reserving tables over the phone. But answering every single phone call is a problem that the restaurant industry has been facing since, well… forever. Restaurant staff simply don’t have the bandwidth to answer the phone consistently alongside their other duties. It’s not uncommon […]

There’s a common perception that creating an AI agent can be a simple process of end-to-end learning, where labelled data is fed to a model, and spat out neatly as a conversational agent. In conversational AI, end-to-end learning typically involves feeding a large amount of labelled conversations into a neural network model so that it […]