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Categories

7 Reasons Why Voice Assistants Are Crucial for Handling Holiday Peaks in Your Call Center

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 […]

Multi-turn conversations: What are they, and why do they matter for your customers?

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 […]

PolyAI Cited in Gartner Report on Customer Analytics for Customer Experience

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 […]

So You Think You Can Build Your Own Conversational AI: Why DIY conversational AI won’t achieve performance at scale

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. […]

The Death of Voice has Been Greatly Exaggerated (Call Deflection Only Gets You So Far!)

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 […]

PolyAI Named a Gartner 2020 Cool Vendor in Conversational AI Platforms

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 […]

Our Voice Assistant Spoke to Google Duplex. Here’s What Happened…

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 […]

Digital Transformation Paralysis: The Doldrums of Customer Experience Transformation

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 […]

Virtual Assistant Value Streams: Identification & Verification

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 […]

Virtual Assistant Value Streams: Misrouted Calls

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 […]

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 […]

The Truth About End-to-End and Unsupervised Learning

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 […]

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 […]