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PolyAI Blog

Explore posts from PolyAI’s team of conversational AI experts that cover topics including deep dives into the tech behind our voice assistants, tips to building the best voice assistant, news in the conversational AI industry and more.

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Responding to the MGM hack: Is AI a vulnerability or security asset?

Last week, MGM fell victim to a cyber attack as a result of social engineering. Reports indicate members of a cybercrime group made phone calls to the IT service desk and persuaded a service representative to reset all Multi-Factor Authentication (MFA) factors for a highly privileged user, gaining access to sensitive systems and customer data. […]

AI-powered reservations: Never miss a call again

When booking a hotel room or table at a restaurant, many guests prefer to pick up the phone and speak to a person. This might be because their query is urgent, they have questions, they want immediate confirmation, or they just feel more comfortable using the phone than apps or online booking systems. As hospitality […]

Creating a more accurate ASR model for customer service than Google

Automatic Speech Recognition (ASR) or Speech-to-Text is the process of transcribing spoken utterances into text. It enables voice assistants to understand what (in the most literal sense) a caller is saying. ASR systems use a combination of signal processing, machine learning, and natural language processing (NLP) techniques to perform this conversion. While out-of-the-box ASR solutions […]

Automating satisfaction: How AI will strengthen the customer experience – Three key takeaways

In our latest webinar, PolyAI’s Damien Smith was joined by Michael Andes, Founder of Augusta Lawn Care Services, and Michael Hansen, Director of Call Center Operations at Carter’s | OshKosh B’gosh, to discuss their journey of deploying AI voice assistants. Read on for the takeaways from the webinar, or watch the entire session on demand. […]

Designing a high-converting customer experience for consumer services

In the world of consumer services, customers typically search for your services online, calling the first option Yelp provides. Research shows that 66% of callers won’t wait for more than 2 minutes on hold. So if you’re not answering every call immediately, prospective customers will hang up and call the following number on their list. […]

UNPARSED 2023: Six key takeaways

In late July, two of our Dialogue Designers (Harry and Isobel) represented PolyAI at UNPARSED 2023, the world’s first Conversation Design conference. This was a fantastic opportunity to hear industry experts’ perspectives in lectures, panel discussions, and chats over coffee. Below, Harry shares the six overarching themes they identified during the conference. 1. Serve the […]

The capability dilemma: personifying voice assistants

One of the most significant factors determining how a user feels about their experience with a technology is the difference between the tech’s inferred capability and perceived capability. Early on in an interaction with a device or interface, a user will subconsciously construct a use image – a mental picture of how the device works […]

How three hotel chains are automating front-desk, PBX, and concierge calls

Hotel guests have high expectations for a smooth and effortless experience from the moment they book their stay until they check out. Any hiccups along the way can easily lead to frustration, and as we all know, these frustrations often find their way onto review sites for the world to see. That’s why it’s crucial […]

How to assemble your voice assistant team to get things done

More and more companies are turning to AI to support overworked and underresourced customer service teams. More often than not, procurement becomes overly complicated, with multiple stakeholders competing over different priorities. As a customer service or experience leader, it’s important that you retain control, making sure your needs – and your customers’ needs – are […]