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PolyAI Named a Gartner 2020 Cool Vendor in Conversational AI Platforms

November 4, 2020


We’re delighted to announce that PolyAI has been named a Cool Vendor in Gartner’s latest Cool Vendors in Conversational AI Platforms report.

The report – which focuses on vendors representing rising trends in conversational technologies – finds that “voice is becoming increasingly common, with end-to-end, human-like voice dialogues now possible within limited scopes.”

Transactional Dialogue is Here to Help

To date, household name virtual assistants have been most successful in simple information-retrieval use cases, but we are now entering a period where conversational AI can guide users through complex transactions, in much the same way that an experienced personal assistant or customer service representative would.

The Gartner Cool Vendor in Conversational AI Platforms report finds, “Dialogue is moving from informational to transactional, with a tighter integration with business processes.”

Academically referred to as ‘task-oriented dialogue’, transactional dialogue is all about getting tasks done, and it’s at the core of what we do here at PolyAI.

In customer service, transactions are key. Voice assistants should be able to guide customers through a number of transactions – from identifying and verifying existing customers, to taking and processing payments – in order to complete a goal.

Transactional + Natural = Excellent Customer Service

It’s not enough for conversations to be transactional. If companies want to deliver truly enjoyable customer service experiences, the value of natural conversations can not be ignored.

Here at PolyAI, we pride ourselves on delivering truly conversational experiences, redolent of those delivered by the best customer service agents.

We’ve spent over a decade developing our proprietary suite of conversational technologies, with pre-built modules for common customer service use-cases, all to help companies deploy customer service voice assistants that users love at a low-cost with a speedy time-to-market.

We are thankful to Gartner for taking the time to dive under the hood of PolyAI.

Gartner, Cool Vendors in Conversational AI Platforms, October 2020

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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