PolyAI is a London-based company specializing in conversational AI solutions, particularly voice assistants designed for enterprise customer service. Founded in 2017 by researchers from the University of Cambridge's Machine Intelligence Lab, PolyAI aims to revolutionise how businesses interact with their customers over the phone.
Here's a summary of what PolyAI does:
Focus on Voice-First AI: PolyAI distinguishes itself by prioritising voice interactions, asserting that despite the rise of digital communication, phone calls remain the primary channel for many customer service inquiries.
Human-like Conversations: Their AI agents are built to understand natural conversations, including accents, dialects, interruptions, and topic shifts, providing a more engaging and less robotic experience than traditional IVR systems.
Automated Customer Service: PolyAI's voice assistants are deployed to handle a wide range of customer service tasks, such as answering FAQs, booking reservations, completing transactions, and routing calls. This helps businesses reduce wait times, improve customer satisfaction, and free up human agents to focus on more complex or empathetic interactions.
Target Industries: PolyAI serves a variety of industries with high customer interaction volumes, including banking, hospitality, retail, healthcare, insurance, and telecommunications.
Integration and Deployment: PolyAI integrates seamlessly with existing CRM systems and contact center platforms, ensuring smooth data flow and operational efficiency. They promise a quick deployment time, with some implementations taking as little as four to six weeks.
Customization and Control: Businesses can customize the AI's voice and personality to align with their brand identity, creating tailored customer experiences.
Performance and Benefits: PolyAI has demonstrated success in improving customer satisfaction, reducing operational costs, and increasing call handling capacity for its clients. For instance, a global delivery company using PolyAI handled 75% of its calls in 12 languages.
In essence, PolyAI provides a sophisticated conversational AI platform that enables businesses to leverage voice assistants for enhanced customer service, operational efficiency, and a more positive customer experience.