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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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PolyAI wins two Best of Enterprise Connect Industry Awards

We are thrilled to announce that PolyAI won two awards at this year’s Best of Enterprise Connect Industry Awards. The Best of Enterprise Connect award program recognizes excellence and innovation in the enterprise communications and collaboration industry, where we were successful in the following categories: Best Innovation in Customer Experience Most Innovative Use of AI […]

Structured conversational data: What it is and why it matters

Every day, contact centers gather masses of conversational data in the form of call recordings, chat logs, and transcripts. This data contains invaluable information about what customers want, when and why they are calling, and what companies could be doing to serve their customers better. Almost every contact center has access to this unstructured data […]

When People are Silent: Designing to Encourage Discussion

Nothing has the potential to kill a conversation quite like silence. Maybe that’s why it’s deadly! However, a hallmark of any good voice assistant is its ability to handle any behavior thrown at it, including users remaining silent rather than providing the expected verbal response. No ‘uhh’s, ‘ahh’s, or ‘umm’s about it! Literally. How do […]

Why seem human? Some theory behind voice assistant design

It’s easy enough to say that a Conversational User Interface (CUI) should feel, well, conversational. But beyond showing off our state-of-the-art natural language processing/generation technology, what’s the point of trying to make a human–computer interaction feel like a human–human interaction? And do the potential benefits of a humanlike conversational experience only come into play if […]

PolyAI Deepens Partnership with Twilio to Provide Customer-Led Conversational Assistants

Following a recent round of $40m Series B funding, in which Twilio Ventures participated, PolyAI and Twilio today announced the integration of PolyAI’s customer-led conversational assistant with Twilio Flex and Twilio Programmable Voice, the world’s most flexible contact center platform. Twilio Flex allows enterprises to deploy a 100% cloud-based contact center in days, not months. […]

The cost of not implementing a voice assistant

We first launched a PolyAI voice assistant in April 2021 to answer front-desk calls at the Golden Nugget Las Vegas property. We’ve since taught the assistant to take hotel room reservations over the phone, and expanded across all Golden Nugget properties. In January this year, one of our properties nominated our PolyAI voice assistant for […]

Thinking of switching CCaaS provider? Read this first

Contact Center as a Service (CCaaS) is a core part of any contact center transformation project. Moving the contact center into the cloud makes it easier for companies to integrate other technologies and surface data that can be used to streamline operations and improve customer experience.  Many contact center leaders see CCaaS as the first […]

Five use cases for voice assistants in hotels

Hotel guest service expectations continue to rise with every frictionless customer experience they observe.  From bookings to checking out, ensuring guest satisfaction at every stage of a customer’s experience has never been more critical, especially as review sites for any hotel will be one of the first things customers see when researching a hotel’s name.  […]

The Big Table Group Chooses PolyAI’s Customer-Led Conversational Assistant to Improve Customer Experience and Enable Growth

PolyAI press release All calls answered and up to 75% fully handled at Bella Italia and Café Rouge by PolyAI LONDON, UK – 28th February 2023 – PolyAI today announced that leading independent UK restaurant group, The Big Table has chosen its customer-led conversational assistant to improve customer experience and enable growth. The Big Table […]