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Categories

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 […]

PolyAI Awarded Disruptive Technology of the Year at Customer Contact Week Europe

We’re pleased to announce that PolyAI was awarded Disruptive Technology of the Year at the CCW Europe Excellence Awards. The award was judged by Customer Service, CX & AI Engagement Strategist, Martin Hill-Wilson and Director of International Customer Experience at SAP Concur, Claudia Belardo. We were presented with the award at Customer Contact Week, Europe […]

PolyAI Encoder Model: Understanding as a Service

One of the fundamental building blocks of conversational AI is understanding natural language. AI agents need to understand what a user has just said in order to react accordingly. In this post I’ll give an intuitive explanation about how we solve this problem using the PolyAI Encoder model. Let’s start by looking at how humans […]

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 […]

The Power of Convenience in Customer Service: Interview with Shep Hyken

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 Hyken to discuss the future of customer service […]

The Future of AI Agents in Insurance Customer Service

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 […]

PolyAI awarded ‘Company of the Year 2019’ by the Cambridge Computer Lab Ring

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

Using Conversational AI to Manage ID&V in Contact Centers

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

How do AI Agents Respond to Customer Queries?

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 […]

How do AI Agents Understand Customer Queries?

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 […]

The State of Conversational AI Today

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 […]

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