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All Posts

The Business Case for Customer Service Automation

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 […]

Why Businesses Regret Using Self-Build Solutions to Create Virtual Assistants

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 […]

Restaurant Tech: Conversational AI vs Touch Tone / DTMF

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 […]

Humans and AI Agents are Working Together to Transform Restaurant Bookings

It’s no surprise that the restaurant industry is one of the UK’s most significant employers, with around 988,000 people working in the area. But staff turnover is high. According to the YouGov report, Retaining Britain’s Hospitality Workers, the sector has a retention rate of just 70%. For every 100 people hired, 70 will have quit […]

How PolyAI Updates Customer Service AI Agents in Minutes

Two of the main barriers holding companies back from embracing conversational AI are cost and previous bad experiences. More often than not, these two barriers are linked. Conversational AI companies have previously over-promised and under-delivered, thanks to complex technological approaches that are costly and unsustainable. In this post, we’ll explain how most conversational AI companies […]

Using Conversational AI to Manage Bookings and Appointments

We’ve recently been working on a voice assistant that uses conversational AI to manage bookings and appointments. In this post, we’re going to look at the nuances involved in virtual agents to manage bookings and appointments, and share how we’ve been able to craft a reliable solution, soon to be rolled out over restaurants across […]

The Future of AI in E-commerce Customer Service

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 […]

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 […]