Navigating unpredictable call volume in consumer services
Consumer services leaders are no strangers to the impact of seasonality. High customer demand can often be anticipated – like...
Customer experience
Retail’s tech-driven trends: What lies ahead
The retail industry is constantly evolving, and staying ahead of the curve is essential for success. Cutting-edge technology is reshaping...
How AI is changing the retail industry shopping experience
How AI is changing the retail industry shopping experience The retail industry is evolving quickly, driven by the integration of...
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...
Conversational voice AI: Unparsed 2023 insights and key takeaways
In late July, two of our Dialogue Designers (Harry and Isobel) represented PolyAI at UNPARSED 2023, the world’s first Conversation...
The capability dilemma: personifying voicebots
One of the most significant factors determining how a user feels about their experience with a technology is the difference...
How to get the most out of your hotel PBX (with success stories)
A hotel private branch exchange (PBX) is the backbone of a hotel’s communication network. Hotel guests expect a smooth experience...
Consumer Services industry trends: What to expect in 2024
The consumer services industry is experiencing a significant transformation driven by generational shifts, advancements in technology, and changing consumer behaviors....
How to assemble your call center voice AI team to get things done
More and more companies are turning to call center voice AI to support overworked and underresourced customer service teams. More...
The future of AI-powered call centers: Three key takeaways
PolyAI’s CEO & Co-founder, Nikola Mrkšić, joined Ultimate’s CEO & Co-founder, Reetu Kainulainen, to talk about how generative AI is...
From voice assistant to agent: How to handoff effectively during customer interactions
Sometimes it’s necessary for voice assistants to hand calls over to an agent during a conversation. Sometimes this is pre-planned,...
How two British banks are automating customer service with AI call assistants
Many banks continue to push customers to interact with automated IVRs and FAQ-driven chatbots to solve their issues. The problem...
Unlocking opportunities: The role of time to value in technology investments
There is an imbalance in business. Teams and companies are asked to think “long-term” but are evaluated on weekly, monthly,...
From AI call assistant to agent: How to handoff effectively during customer interactions
You have introduced automation into your contact center to serve customers efficiently and provide the best customer experience possible. Although...
Three ways PolyAI customers have leveraged structured data to make operational changes
Contact centers sit on a gold mine of conversational data. The challenge they face is turning that information into a...
Is your IVR increasing customer effort?
One of the most common things we hear from contact center leaders is that they want to streamline customer service...
The hidden benefits of AI in the contact center
Like most call centers, after the pandemic, we struggled to recruit agents to help handle the influx of calls from...
Should you use an RFP when buying conversational AI? Find out with this checklist
With thousands of conversational AI vendors to consider, finding the right solution to your CX problems is understandably challenging. While...