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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. 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. […]

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 to discuss the future of customer service as […]

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 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 […]

Using Conversational AI to Manage ID&V in Contact Centers

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. […]

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 […]

Neural Language Understanding of People’s Names

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 […]

Towards AI-Assisted Customer Support Automation

There is a growing need for automating customer support using the latest AI technology, and it has the potential to completely change the industry landscape. The following roadmap outlines how PolyAI plans to achieve the ambition through step-by-step milestones, which also provide insights to contact center owners on how technology can be leveraged to transform […]

Moving from Engineering to Orchestrating Conversations

The idea of engineering chatbots has failed us for way too long. It’s time to embrace a new philosophy and start orchestrating conversations, through data! At PolyAI, it has been the cornerstone of an approach which has empowered us to innovate and challenge the status quo. Ever since the imitation game was proposed by Turing […]

The Age of Personal Assistants: More Machine Learning, Less Hand-Crafting!

The first phone call was placed on March 10, 1876. Graham Bell shouted at his assistant: “Mr Watson, come here — I want to see you!” This was a game changer. For the first time in history, we had real-time remote communication, and with it, the ability to remotely automate all kinds of services. In his case, […]

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