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All Posts

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 customer support automation 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, […]