Should you use an RFP when buying call center voice AI?
At PolyAI, we have encountered numerous companies that adopt the RFP process to find a specialist call center voice AI...
Customer experience
Navigating the voice assistant landscape
The conversational AI marketplace is incredibly crowded, with an estimated two thousand vendors operating. Navigating the marketplace is an ongoing...
Why first impressions matter with voice AI
Regardless of how advanced voice assistants have become, customers sometimes just don’t want to talk to them. Some will try...
How customer-led voice assistants are transforming the holiday season for retailers
Black Friday, Cyber Monday, Halloween, Thanksgiving, Christmas, and January sales: Your customers are ready to make a lot of purchases...
If I only had a heart: Designing empathetic voice assistants
You’re driving down a country road at 2 am when you suddenly slide off the road into a ditch. After...
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...
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...
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...
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...
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...
Five use cases for voicebots in hotels
Hotel guest service expectations continue to rise with every frictionless customer experience they observe. From bookings to checking out, ensuring...
Five mistakes companies make when deploying conversational AI – and how to avoid them
The rise of digital self-service channels has increased demand for seamless and efficient customer experiences. Companies are looking for new...
Applications of ChatGPT in enterprise conversational AI
The buzz around ChatGPT is undeniable. But many conversational AI vendors are telling the same story – ChatGPT is unsuitable...
Can call center voice AI really improve first touch resolution?
Traditional conversational IVRs can be useful as conduits to agents, but they are not capable of resolving issues outside of...
How to achieve Zero Touch Resolution with AI conversational assistants
Customer-centric companies have invested significantly in digital self-service channels to alleviate pressure on the contact center, yet most customers continue...
The role of hotel voice assistants in improving guest services
How AI call assistants are delivering the best outcomes yet
My first adventures into voice automation were in the late 1990s, and while they served a purpose, the experience for...
How conversational assistants drive value in the contact center
Companies have invested significant time and money in automating customer conversations to empower customers and improve operational efficiency. Despite these...